There are serious flaws with using existing metrics such as NPS and CSat as an accurate measure of business performance.
Customer Satisfaction isn’t good enough anymore now that expectations have evolved and customers crave happiness. NPS is a confusing metric with a question that focuses on recommendations, not customer feelings.
The Customer Happiness Score® takes business back to the basics. If you make your customers happy they’ll buy from you again in the future, and if you build an army of happy customers, your business will take care of itself.
That’s why we’ve created the game-changing new score:
The Customer Happiness Score®.
It’s an accurate, yet simple, measurement of your business’ performance that will align your whole team behind delivering Customer Happiness.
Ask your customers The One Question
The customer will answer The One Question: “How do you feel?” by clicking on one of five emoji faces that resemble their feeling. Once they’ve clicked on a face, they’ll be prompted to “Tell us more…” to find out why they feel the way they do.
By keeping the survey simple, you will get up to 20x the responses of other feedback surveys.
These are your unhappiest customers who are most likely to complain about you
They are your biggest risk of damaging word-of-mouth marketing and online reviews that will impact your business’ reputation.
Unhappy customers have problems with your business but are unlikely to tell others
Although they will do minimal damage to your reputation on and offline, you’ve certainly lost them as a customer.
These customers don’t have strong feelings either way about your business
They had an OK time and might buy from you again, but they will be on the lookout for better experiences from your competitors.
These customers like your business but have a reason for not being actively happy
They will give you key insight on how to improve because, despite liking their experience, they thought it could have been better.
These are your happiest customers
They will be your most loyal customers who will recommend your business to others and rave about you. You should be aiming to make all of your customers Actively Happy.
Your score is calculated with our patent-pending formula
The Customer Happiness Score®, a real-time measurement between 0-100, is calculated from your feedback to help you grow.
If all your customers are Actively Happy, your score is 100. If all of your customers are Actively Unhappy, your score is 0. Simple.
Check your score in real-time at a glance
This allows you to spend more time working on your business, and less time working in your business, so you can focus on growth.
Simply use this score as a thermometer of how happy your customers are and set a benchmark for your team.
This simple score between 0-100 makes this a breeze.
Prioritise your time to intervene where you’re most needed
Identify sudden drops and low-performance trends to decide when and where you need to step into your business.
This empowers your teams to run the day-to-day business but enables you to be available where you can make the biggest difference.
Accurately measure your business’ performance
Use the score to uncover root causes of issues and create long-term solutions for them. Then set targets and easily track your progress as your business grows.
Gradually set higher and higher targets to continually raise your business performance to reach your potential.