Survey Metrics

Our selection of survey metrics are expertly chosen to listen to your customer effectively. Each with their own unique benefits and limitations, Watermelon will help you choose the right survey metric for your organisation. Each metric is clearly defined, reliable and will help drive real measurable change.

Survey Metric types

We will advise on which metric is best for your business but our recommendation is to always follow with an open ended question, to gain deeper insight. NPS is commonly used but often an alternative metric such as CSAT or Customer Effort is preferred or better matched. We have a suite of complementary KPIs (staff knowledge, helpfulness etc) to gain wider insight.

NPS

Net Promoter Score is a strong indicator of customer loyalty. NPS is based on a scale of 0-10 and identifies promoters and detractors of the brand.

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CES

Customer Effort Score is a service measurement, focusing on the ease of the engagement/interaction. CES is a seven point semantic scale.

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CSAT

Customer Satisfaction is typically used to focus on service interaction to understand the overall customer experience. CSAT can be a 5, 7 or 10 point scale.

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KPIs & Drivers

We can recommend a suite of KPIs and Drivers (eg. helpfulness of staff) and work with our clients to agree what will best identify customer concerns.

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Open Ends

Open Ends – Unstructured data enables clients to gain a deeper understanding of the customer sentiment. The key to better insight is quantifying the themes of the unstructured data and blending this with key VoC metrics.

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Power probe component

We get more from open ended responses using Power Probe, our in-house tool that auto prompts customers based on the nature of their responses deriving more effective customer feedback. Our consultants can even create custom prompts, flag key themes and look for emerging topics within the responses.

Watermelon Toolkit

Analytics

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Survey Metrics

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Survey Methodologies

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Dashboards

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We build customer and employee engagement platforms. Some of our clients include:

RBS
Barclays
Anglian Water
Legal & General
Westpac
Saga
View our client list

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