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GENERAL REQUIREMENTS

Customer Satisfaction Index (CSI) estimation is a vital process for businesses aiming to understand and improve customer satisfaction levels. By accurately measuring CSI, businesses can identify areas for enhancement, foster customer loyalty, and drive long-term success.

METHODOLOGY

The methodology employed for CSI estimation involves a structured approach encompassing data collection, analysis, and interpretation. Typically, businesses utilize surveys, feedback forms, and other data-gathering mechanisms to assess customer satisfaction. The collected data is then analyzed using statistical techniques to derive meaningful insights into customer sentiment.

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SEVERAL KEY METRICS CONTRIBUTE TO CSI ESTIMATION

  • Customer Satisfaction Score (CSAT): A metric that quantifies overall customer satisfaction based on survey responses.

  • Net Promoter Score (NPS): A measure of customer loyalty and likelihood to recommend a product or service to others.

  • Customer Retention Rate: The percentage of customers retained over a specific period, reflecting satisfaction and loyalty.

  • Customer Effort Score (CES): A metric gauging the ease of customer interactions with a business.

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