In an ultra-competitive world, customer satisfaction remains a crucial way to stand out and retain customers. SMEs now understand that effective and efficient customer service is no longer just for large and expanded companies. They want to control costs without affecting the quality of their customer relationship. Outsourcing becomes an important factor to consider.

Below are 5 quality indicators to consider before outsourcing your customer relationship.

NPS: Net Promoter Score

Used for more than 10 years, the Net Promoter Score allows companies to measure customer recommendation using a common and comparable indicator.

This indicator is exploited through satisfaction surveys sent to individuals who have been in contact with the brand of the company.v Some companies use this indicator as a real factor of conquest. In the hotel industry for example, with tools like TripAdvisor, we are in a market of "recommendations".

The NES is determined by asking the question below:

"How likely are you to recommend this company / brand / product to a friend, colleague or family member? "

The indicator classifies participants into 3 categories:

• Detractors (score 0 to 6), who carry a negative message on the brand,
• Neutral (score 7 to 8), which will have no impact,
• Ambassadors (score 9 to 10), who will recommend the brand to those around them.

The calculation of the NPS is as follows:

Corrective and preventive actions can be implemented depending on the results obtained.
CSAT: Customer Satisfaction
The most common indicator in satisfaction surveys is CSAT. This indicator is used to measure customer satisfaction. It enables you to effectively manage your customer service, better understand the target market and improve your customer experience.
The CSAT is also measured through satisfaction surveys or questionnaires.
Depending on the size of the company, different contact channels can be used: SMS, mail, phone or social networks. The question asked can be as simple as this one: "Have you been satisfied? "
Many customer services use response scales in 4 categories (yes, everything done / yes, rather / no, rather no / no, not at all) or grades from 0 to 10 in order to qualify the results.
The synthetic result can be a percentage of satisfied, an average score ...
Here are some examples of questions asked by our clients in two different sectors:

1. How would you rate the quality of our cleaning service?
A. Excellent
B. Satisfactory
C. Bad

5. Are you globally satisfied with our services?
A. Yes
B. No
Comments:_________________

CES: Customer Effort Score
Another perceived quality indicator is the CES, which measures the customer's effort on the main stages of the customer journey.
This indicator of customer relationship was presented in 2008 in the article "Stop Delighting your Customers" Harvard Business Review.
Below the question often asked for the CES:
"How much effort did you have to make to get your application processed? "

This indicator is often followed by a comment space for a precision of the blocking stage of the customer journey.