MS Survey Results

 

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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.

 

= Above Average

 

= Average

 

= Below Average

 The ratings for 2SS.Com include:

Key Performance Indicators

Your Results

 

Partner Average

Survey Respondents

NSAT*

195.24

     

168.13

21

Customer Loyalty Segmentation

95.24

 

86.61

20

Revenue Impact

36.84

 

32.23

19

Loyalty

92.37

 

84.76

21

Overall Performance

85.00

 

65.83

20

 

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.

 


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Last modified: June 06, 2013