When the "Customer Satisfaction Impact on Sales" feature is enabled*, it allows you to measure how customer satisfaction at each stage of your customer journey impacts your sales and customer loyalty.
*This feature is available if it has been activated on your system.
1) Access the sales impact in the “Statistics” tab, then the “Impact on Sales” sub-tab.
Depending on your permissions, you can access two versions of this feature: simple or advanced.
You can select the version you want from the drop-down menu :
Note: The article for our simplified version is available here 👈
By default, the analysis is calculated based on the cumulative expenses*, meaning the average amount spent per customer.*. However, you can view the results based on the average basket per purchase* or the purchase recurrence by clicking on the corresponding menu.
* If the amount spent by customers is available in the information provided by your company.
The “My Impact on Sales” table shows, for each topic, the impact that customer satisfaction has on your business performance (based on the indicator you selected — e.g. cumulative expenses in the example above.).
2) Identify your action priorities
To generate an additional 1,3% in Cumulative expenses, I need to achieve 95% customer satisfaction in product presentation (currently, I have 90%).
The target to achieve is calculated based on the average satisfaction levels obtained by the top 10 establishments in my network. (This can be calculated for another category of establishments (region, concept, etc.) depending on what has been decided for your system).
3) Analyse your results in detail by topic
Click on the eye icon to the left of each topic to analyse the results in detail (for example, let's analyse “Product presentation” here)
Satisfied customers with the "Product presentation" have generated an additional 28,4% in cumulative expenses for my network.
You could increase your average cumulative expenses per customer by 1,3% by achieving 95% customer satisfaction with the "Product presentation".
Find the distribution of satisfied, neutral, and dissatisfied customers on the topic of "Product presentation", as well as the cumulative expenses based on their level of satisfaction.
Finally, see the evolution of the impact of satisfaction on the cumulative expenses based on the satisfaction rate on the topic of "Product presentation".
4) Find your action priorities in the “Statistics” tab, then the “My Summary” sub-tab
By clicking on the Recommendations block, the details of the 3 priority actions will be displayed:
Click on the topic that interests you to access the details of your results on this topic and identify your areas for improvement.