To achieve sustainable eCommerce business success, customer retention is key. With the right KPIs in focus, tracking and improving customer loyalty is much easier and more effective which ultimately helps you drive growth and profitability. Once you start, it is an unending process—a customer retention strategy.
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To measure how happy the customers are, the Customer Satisfaction Score (CSAT) is the KPI you need to know and understand. With this KPI, understanding the customers’ satisfaction with different parts of your products—whether it be features or support, is easy.
How you can find the CSAT? Simply create a survey asking customers to comment on their satisfaction level (e.g., after each customer support section, try to ask them, “How satisfied you were with this support session
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