How to analyse your customer satisfaction KPIs with Partoo’s Feedback Management?

The minute you send out customer satisfaction surveys, feedback will start rolling in. It signals the moment you need to shift from info-gathering to action mode, as this data, if well-interpreted, will provide invaluable insights on improving your outlets’ customer experience. However, it loses its impact if your teams analyse feedback in isolation.

This lack of coordination often blurs the situation and slows down decision-making.Which is exactly why Partoo created Feedback Management, an all-in-one tool tocollect, centralise, and analyse all your branches’ feedback in a single interface.

Analyse your customer satisfaction KPIs on a survey-by-survey basis

When a customer satisfaction survey is sent out, replies will arrive directly in the tool. The Feedback Management dashboard then displays this raw data in a clear, intuitive way.

It includes the following KPIs:

The NPS (Net Promoter Score)

This metric measures customer loyalty and whether they’re likely to recommend your brand. The data is split into three categories: detractors (in red), neutrals (in yellow), and promoters (in green).

The interface displays the number of replies to the question, the percentage per category and the overall NPS score, so you can immediately see how well the survey performed.

CSAT (Customer Satisfaction Score)

The CSAT rating measures customer satisfaction after an interaction or an in-store purchase. It can be tracked globally or drilled down to a specific issue, such as the welcome received. For example, if you ask a targeted question such as “How do you rate the welcome in-store?” the customer can rate it from 1 to 5 (or 1 to 10), with 1 being the lowest score and 5 the highest.

Multiple CSATs can be used in a single survey, allowing you to target several distinct issues. Feedback Management will then display:

• details of the answers to the CSAT questions asked,
• the total number of replies,
• the number of replies and the percentage per score (from 1 to 5),
• the average score,
• the associated customer satisfaction rate.

 These KPIs give you a clear snapshot of how each outlet is currently performing.

Answers to personalised questions

Each survey lets you add specific questions, decided by your team in advance, to address particular issues. These can be multiple-choice questions designed to provide more detail or to guide the rest of the survey. For example, if you ask, “What do we need to improve?” the answers with the most votes will help you deal with your outlets’ specific pain points.

Take the time to thank all your customers with the response tool!

Feedback Management’s response tool lets your teams thank promoter customers to retain their loyalty and send detractors a constructive reply.

Thanks to its intuitive dashboard, you can manage thank-you messages by tracking KPIs such as response speed and the method you use to reply.

Feedback Management’s response tool lets your teams thank promoter customers to retain their loyalty and send detractors a constructive reply.

Thanks to its intuitive dashboard, you can manage thank-you messages by tracking KPIs such as response speed and the method you use to reply.

Get deeper insights from your metrics

For businesses with multiple outlets, analysing surveys store-by-store can be time-consuming and complex. However, aggregating data across all your branches will provide new, more accurate metrics that clearly reflect overall customer satisfaction.

The Feedback Management tool meets this challenge by centralising results to provide a global overview of your network. You can then instantly see what your customers really think of your business as a whole.

Key metrics include: 

• The total number of surveys over a set period: the tool lets you track how the number of completed surveys evolves. You can also see participation spikes according to campaigns or seasonal trends, giving you a reliable statistical base to steer your strategy.
• The global NPS: you can measure brand perception and how it is evolving on a global scale at a glance.
• The global CSAT or by theme/question: you can follow customer satisfaction trends and evolution over the months, on both a global level and according to a specific question.     
• Analysis by outlet and survey: this metric allows you to track each outlet’s average score so you can work with your local teams to address any pain points and pinpoint performance gaps.

How can you use customer satisfaction KPI analysis to your advantage?

Once you’ve studied the data, it’s time to put the analyses to clever use. Each satisfaction survey is an opportunity to turn customer feedback into a powerful strategic tool to improve the in-store experience.

This centralised analysis means you can:

1. Identify local pain points before they harm your reputation

With the Feedback Management tool, you’ll be able to easily pinpoint outlets that need improvement and react accordingly.

This could be staff training, recruiting more employees, refurbishing a branch, etc.

 2. Compare your establishments to identify the high performers

The tool also allows you to compare outlets and identify those with the best customer satisfaction rates. You can then recognise and reward your staff for the best practises implemented in their outlet.

 3. Create an action plan to replicate good practices across your network

By centralising all your data, you can create a global action plan to replicate leading outlets’ methods and anticipate negative experiences that could occur in other outlets.

 4. Align the entire organisation around the customer experience

By adopting a unified approach to customer performance, the entire organisation, from its head office to outlets, will be on the same page when tracking key indicators. This cohesion will also ensure your teams grasp the importance of systematically responding to customer satisfaction surveys.

 5. Track KPIs over time

Customer satisfaction is a long-term performance metric. Thanks to Partoo’s Feedback Management, you will be able to measure it over time, whether globally, by outlet or according to a survey theme.

Surveys don’t just measure customer satisfaction or drive operational excellence: they also let you pinpoint customer dissatisfaction before it appears online, for example, in your Google reviews.

If one thing’s for sure, dealing with customer feedback separately creates blind spots, meaning the most effective strategy is to unify these insights to bridge the gap between the customer experience, market perception, and business performance. This is precisely what Partoo’s Feedback Management offers, which, when coupled with the Review Management tool, gives you end-to-end control over the customer experience.