1. Net Promoter Score (NPS)
Posted: Sun Dec 22, 2024 4:50 am
Together, tracking and analysis will help you make better decisions russia contact number whatsapp about the next step for your application.
Key Customer Engagement Metrics to Apply in 2022
Here is how to measure user engagement in a way that doesn’t stretch your team to the limit. Be alert to these metrics:
Customer engagement metrics
Net Promoter Score (NPS)
NPS determines the likeliness of your customers spreading the word about your app.
The most common way to collect data for NPS is through surveys (in-app, email, etc.). Ask something along the lines of: “How likely are you to recommend this product/brand to a friend or colleague on a scale of 0 to 10?”
Then, you should categorize respondents according to the score they gave you:
Detractors: 0-6
Passives: 7-8
Promoters: 9-10
2. Customer Acquisition Cost (CAC)
Customer Acquisition Cost (CAC)
CAC helps you determine the cost of earning a new customer. In the formula above, we’ve included two categories of costs, but you can add more categories or segment these two further – salaries, commissions, bonuses, overhead, etc.
Ideally, you want to not just recoup but reduce your CAC. If you manage to do so, it’s a sign that your sales, marketing, and customer service programs are working well.
Key Customer Engagement Metrics to Apply in 2022
Here is how to measure user engagement in a way that doesn’t stretch your team to the limit. Be alert to these metrics:
Customer engagement metrics
Net Promoter Score (NPS)
NPS determines the likeliness of your customers spreading the word about your app.
The most common way to collect data for NPS is through surveys (in-app, email, etc.). Ask something along the lines of: “How likely are you to recommend this product/brand to a friend or colleague on a scale of 0 to 10?”
Then, you should categorize respondents according to the score they gave you:
Detractors: 0-6
Passives: 7-8
Promoters: 9-10
2. Customer Acquisition Cost (CAC)
Customer Acquisition Cost (CAC)
CAC helps you determine the cost of earning a new customer. In the formula above, we’ve included two categories of costs, but you can add more categories or segment these two further – salaries, commissions, bonuses, overhead, etc.
Ideally, you want to not just recoup but reduce your CAC. If you manage to do so, it’s a sign that your sales, marketing, and customer service programs are working well.