Customer experience (CX) is a crucial factor that determines a company’s success, and gathering customer feedback helps businesses improve their services. In Antlere Interact, the CX Measurement module allows businesses to collect structured customer feedback through different survey methods. 

The Purpose of CX Measurement 

Imagine you’re running a customer service department. You need to know if your customers are satisfied with your service, what areas need improvement, and how their experience affects their loyalty. This is where CX Measurement comes in it helps you collect customer insights in an organized way, making it easier to improve customer satisfaction. 

In Antlere Interact, there are different ways to measure customer satisfaction: 

1. NPS (Net Promoter Score) – Measures customer loyalty. 
2. CSAT (Customer Satisfaction Score) – Measures customer satisfaction after a specific interaction. 

Let’s break down both methods and how they function in Antlere Interact. 

NPS (Net Promoter Score) – Understanding Customer Loyalty 

Let’s say you want to measure how likely your customers are to recommend your company to others. This is a long-term indicator of customer loyalty. 

How it Works in Antlere Interact: 

1. Choosing NPS as the Question Type         

• In the CX Measurement module, you can select NPS as the type of question. 
• This method asks customers to rate their experience on a scale, usually from 0 to 10 or using emojis (Poor, Bad, Neutral, Good, Best). 

        2.Setting Up the Automation 

• You can choose how the question is sent (e.g., automatically at a fixed time). 

• For example, sending the survey at 12:30 AM via WhatsApp Messages to collect responses efficiently. 

        3.Customizing the Message & Question 

• You can enter a message like: 
  “How was your experience shopping with us?” 

• Below the message, the customer is given options to choose from, ranging from Poor to Best. 

       4.Enabling Additional Feedback 

• Customers can also leave written feedback in the additional field. 

• Once set, clicking Apply Changes will activate the survey. 

Why NPS is Important? 

• It helps identify Promoters (loyal customers), Passives, and Detractors (unhappy customers). 

• A high NPS score means your customers love your service and are likely to recommend you. 

• A low NPS score signals a need for improvement in customer service, product quality, or overall experience. 

CSAT (Customer Satisfaction Score) – Measuring Short-Term Satisfaction 

Now, let’s say you want to measure how satisfied a customer is right after they interact with your business (e.g., after a support call or a product purchase). 

How it Works in Antlere Interact: 

1. Choosing CSAT as the Question Type 

• In the CX Measurement module, select CSAT as the method of collecting feedback. 

• This method asks customers how satisfied they are with a service or interaction. 

       2. Setting Up the Automation 

• Just like with NPS, you can choose Automatic question automation and schedule it for a fixed time (e.g., 12:30 AM). 
• The survey can be sent via WhatsApp Messages or other channels. 

       3.Customizing the Message & Question 

• The message can be something like: 
  “How was your experience shopping with us?” 
• Instead of emojis, this survey presents Likert scale for different satisfaction levels: 
  • Highly Satisfied 
  • Satisfied 
  • N.S.N.D (Neutral, Satisfied, Not Dissatisfied) 
  • Dissatisfied 
  • Highly Dissatisfied 

       4.Enabling Additional Feedback 

• Customers can leave a comment in the feedback field. 

• Clicking Apply Changes saves the survey. 

Why is CSAT Important? 

• It measures immediate customer satisfaction. 

• Useful for tracking the effectiveness of customer service agents and product quality. 

• Helps in quickly resolving issues if a customer is dissatisfied. 

How CX Measurement Helps Businesses? 

By using Antlere Interact’s CX Measurement, businesses can: 
✅ Identify areas where customers are happy and where they need improvement. 
✅ Gather real-time customer feedback to make data-driven decisions. 
✅ Increase customer retention and loyalty by acting on customer concerns. 
✅ Improve service quality and response times in contact centers. 

Whether you want to track long-term customer loyalty with NPS or measure short-term satisfaction with CSAT, Antlere Interact provides the tools to ensure your business stays aligned with customer expectations.