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Operational Focus
How do you measure
digitalization in foodservice
customer satisfaction?
Customer Satisfaction Score (CSAT)
CSAT is a straightforward way to gauge customer experience. It
typically involves asking customers to rate their satisfaction with
a recent interaction or overall experience. Higher CSAT scores
indicate happier customers.
Net Promoter Score (NPS)
NPS measures customer loyalty by asking how likely customers
are to recommend your brand to others. It categorizes
respondents into promoters, passives, and detractors. A positive
NPS signifies strong customer advocacy.
Customer Effort Score (CES) SEPTEMBER/OCTOBER. 2024 | ISSUE 38
CES assesses the ease of doing business with your company. It
focuses on minimizing customer effort during interactions.
Lower CES scores indicate smoother experiences.
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