Customer Feedback Score
Category: Analytical
Measures customer satisfaction with the service provided, typically gathered through surveys.
What it Measures ?
Average rating customers give us.
Relevant StakeHolders
CX Team, QA
Why it Matters ?
Provides insights into customer feedback.
In-depth Use Case / Real-world Example
Customer Feedback Score is obtained by asking customers to rate their service experience on a scale. For example, if customers give an average rating of 4.5 out of 5, the feedback score is 4.5. This KPI is vital for understanding customer satisfaction and areas that need improvement. In manufacturing, where services like maintenance and repairs are essential, gathering feedback ensures that service quality aligns with customer expectations.
Sample Formula
Average Feedback Rating from Customers