How do you Measure Customer Happiness?

Michael Ashford

The FABRIC - a podcast from The Receptionist
How do you Measure Customer Happiness?

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Happiness is at the core of who we are- if something isn’t fun then why do it? On this episode of the podcast, we’re joined by Jessica Marshall, co-founder and Director of Customer Experience to talk all about happiness.

How the Heck do you Measure Happiness?

We want to make sure that our customers are happy. Like, really happy. We do this in a couple of ways. We do use Net Promoter Score (NPS) to give us a long-term view about the satisfaction of our customers but this isn’t all we look at, because even if someone would recommend us (as NPS asks), that doesn’t mean they’re happy. While we’re happy with our NPS scores and that we’re above industry averages, we also look at interactions- a short-term and meaningful measure of happiness. However, the short and long-term views don’t give the whole picture of happiness so we also watch churn and average account lifetime to give us a better understanding. Plus, we talk to our customers a lot, so we know if they’re happy and if not- we work to change that!

Happy Team Leads to Happy Customers

As much as we want our customers to be happy, it all starts with us. If we’re not happy and enjoying what we do then we won’t be able to help our customers be happy. Whether it’s our Culture Club, checking in on team members, or just working to take really good care of each other, we aim to be happy campers here at The Receptionist. Jess shares about how we do this and tips for measuring happiness in a meaningful way. 

Resources mentioned:

Why customer happiness is our best marketing strategy

Learn about our Culture Club

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