Create satisfaction metrics for customers
Asking for feedback is the first step toward understanding your customers’ level of satisfaction. Reviewing and acting on the responses is the only way to keep customers satisfied and to help you improve in areas where needed. You can access individual survey responses directly from within Dynamics 365 Customer Voice, and customers can access them by using Dynamics 365. Though reviewing the detail of each response is useful, having a way to quickly get a high-level overview for faster analysis is important.
Satisfaction metrics are measurements that you can use to understand the customer’s experience and overall emotion toward an organization. Dynamics 365 Customer Voice includes the ability to add up to ten metrics for each project. You can include these metrics for individual surveys and track trends in the collected response data.
You can add the following types of metrics:
- Net Promoter Score® – Measures customer loyalty in groups of Promoters, Passives, and Detractors. This metric must be linked to a Net Promoter Score question.
- Sentiment – Identifies the sentiment from a customer as positive, negative, or neutral. This metric must be linked to a text question.
- CSAT – Measures the overall satisfaction of a customer. This metric must be linked to a rating question.
- Custom score – Measures a customer’s overall satisfaction across multiple questions.
In some standard project templates in Dynamics 365 Customer Voice, satisfaction metrics are already set up and linked to questions in the survey. For example, the Periodic customer feedback survey includes the CSAT and sentiment satisfaction metrics. You can add new metrics and then map them to a question from the survey. To ensure that satisfaction metrics are tracked for each response, you should make the related questions required. Then, you can create views and charts in Dynamics 365 to review the Customer Voice survey response records. The sentiment and NPS score are two fields that you can add to a view, and you can view them without needing to drill into the record or to go further into the related satisfaction metric records.