Microsoft Customer
Satisfaction Survey Results
Following are results from 2SS.Com's participation in a
customer satisfaction survey conducted as part of our involvement with Microsoft
as a 'Registered Partner'. the survey is conducted by a 3rd party
service firm, and requires participating firms like 2SS.COm to solicit and
receive at least twenty (20) responses to be accepted. The results are
presented in five areas shown below as key Performance
Indicators (KPI) they include:
NSAT, Customer Typology, Revenue Impact, Loyalty and
Overall Performance.
KPI:
Net Satisfaction (NSAT)
Definition:
The Net Satisfaction (NSAT)
score is a standard for measuring customer satisfaction and is based on the
results from the most recently completed survey cycle.
Calculation:
NSAT = Very Satisfied
% – (Somewhat Dissatisfied % + Very Dissatisfied %) + 100
KPI:
Customer Loyalty Segmentation
Definition:
The Customer Loyalty
Segmentation maps the health of your customer base and breaks it into four
categories: Champions, Moral Supporters, Captives, and Rebels. The score shown
on this page represents the percent of your customers that are Champions.
Calculation:
Two questions are used
for this calculation: Likelihood to Recommend and Likelihood to Repurchase.
Those who answer positively to both questions are considered “Champions”.
KPI:
Revenue Impact
Definition:
The revenue impact
analysis measures whether your customer’s future purchase levels will be higher,
the same, or lower. Customers initially rate your company assuming your
performance remains the same as it is now and then rate your company assuming
your performance improves based on customer feedback.
Calculation:
The score provided
shows the percent of your customers indicating that their future purchase levels
will be the same or higher, assuming your performance remains the same as it is
now.
KPI:
Loyalty
Definition:
Customer Loyalty is a
composite index used to drive performance against revenue and profitability. The
score provided is an index score that ranges from 0-100.
Calculation:
The percent of your
customers who are
Satisfied, Likelihood to Recommend, Likelihood to Repurchase,
and indicates your company has a
Competitive Advantage.
Responses to Overall
Satisfaction are
weighted more heavily than the other three elements in this index.
KPI:
Overall Performance
Definition:
The percent of your
customers indicating that your company’s overall performance is outstanding or
exemplary.
Calculation:
The percent giving your
company a score of 8 or 9 on a 9-point scale.
