Products

SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Explore core features and advanced tools in one powerful platform.

Build and customise online forms to collect info and payments.

Integrate with 100+ apps and plug-ins to get more done.

Purpose-built solutions for all of your market research needs.

Create better surveys and spot insights quickly with built-in AI.

Templates

Measure customer satisfaction and loyalty for your business.

Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

Create better courses and improve teaching methods.

Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

Resources

Best practices for using surveys and survey data

Our blog about surveys, tips for business, and more.

Tutorials and how to guides for using SurveyMonkey.

How top brands drive growth with SurveyMonkey.

Contact SalesLog in
Contact SalesLog in


How loyal are your customers? How easy (or difficult) is it for them to meet their goals with your product or service? What was their most recent interaction with you like?

Understanding how customers feel about you from various perspectives is the only way to deliver the best possible experience to every user.

There are nine key metrics you can use to get different perspectives on your customer experience:

  1. Net Promoter® Score (NPS)
  2. Customer Effort Score (CES)
  3. Customer Satisfaction (CSAT) Score
  4. Customer lifetime value (CLV)
  5. Customer retention rate
  6. Customer churn rate
  7. Average response time
  8. Average resolution time (ART)
  9. Customer referral rate

Let’s dive into each of them.

Net Promoter Score is the world’s leading metric for measuring customer loyalty. It comes from the question, “How likely would you be to recommend our company to a friend or colleague?” The answer choices fall under a scale from 0 (lowest) to 10 (highest).

Based on the responses, you can segment respondents into the following groups:

  • Promoters (9 or 10 rating): Your happiest customers who are the most likely to buy more from you and refer your product/service to someone else.
  • Passives (7 or 8 rating): Relatively satisfied with your product or service, but a subtle change in your business (whether it’s product/service- or pricing-related) or an improvement from a rival could cause them to leave you.
  • Detractors (0-6 rating): Your least happy customers, most likely to churn and tell others about their negative experiences with your business.

The metric is widely measured, so you can easily benchmark your score to see where you stand among industry competitors.

The NPS question allows you to determine whether or not your customers will say something positive about your brand. It gives you a holistic understanding of how customers feel. An increase in NPS suggests high customer satisfaction, which can lead to increased profitability and future growth.