When enabled*, the “Impact of customer satisfaction on sales” feature allows you to measure how customer satisfaction impacts your sales and customer loyalty.
* This feature is available if it has been activated for your setup.
* For now, the impact on sales can only be measured for “post-experience” campaigns, in physical locations.
🔍 Accessing Impact on sales
Go to the “Statistics” tab, then the “Impact on sales” sub-tab 👇
⚙️ How to use it in practice
1. Understand the impact by satisfaction level
See at a glance the differences in average basket, spending, or recurrence between dissatisfied, neutral, and satisfied customers.
Select the business performance indicator to analyze
By default, the analysis is calculated based on cumulative expenses, meaning the average total amount spent per customer. However, you can view results based on purchase recurrence or average basket per purchase by clicking the corresponding menu in the top right-hand corner:
PLEASE NOTE: The display of business performance data (“average basket” and “cumulative expenses”) depends on the information shared with us by your company. Some of you will therefore only have access to “Purchase recurrence”.
Select the satisfaction indicator to analyze
You can also change the satisfaction indicator you want to track using the dedicated drop-down menu. This allows you to analyze the impact based on NPS, Average rating, or any other topic assessed in your questionnaires.
View performance gaps by satisfaction level (dissatisfied, neutral, and satisfied) compared with the average of all respondents
In this example:
→ The average cumulative spending per customer is €248.70 across 132343 respondents.
→ We can see that dissatisfied customers spend, on average, €66,1 less than the average of all respondents, while satisfied customers spend €7.20 more.
View the impact of satisfied customers on the 3 business performance indicators compared with the average of all respondents
→ The icons (green or red triangles) indicate how results have changed compared with the previous period relative to the one selected in the date filter at the top of your interface (for example: current month vs previous month).
2. Measure the cost of dissatisfaction
Clearly identify the gap between satisfied and dissatisfied customers, as well as the real financial impact linked to improving the customer experience.
→ Here, we can see in summary form that satisfied customers spend, on average, €73,3 more than dissatisfied customers.
→ In this example, the calculation is based on the indicators selected beforehand: cumulative expenses and average rating.
3. Track changes over time
Finally, analyze how your performance indicators evolve over time by satisfaction level (Satisfied, Neutral, Dissatisfied) and measure the effect of the actions taken.
You can highlight or hide a curve if needed to make your analysis easier.
📌 What happens if there are not enough reviews at local level?
If you do not have enough reviews for a given satisfaction level,
👉 The platform automatically displays the “network” data (all reviews for the brand overall) as a dotted line, to serve as a reference and ensure the data remains reliable and easy to interpret.
🚀 How to get the most out of it
1. Cross-reference Sales Impact with satisfaction topics
Go to the “Statistics” tab, then the “Topics” sub-tab.
Identify what truly influences your business performance.
→ You can see the gap (in euros or purchase recurrence, depending on the business performance indicator selected) between satisfied and dissatisfied customers for each topic assessed in your questionnaire.
2. Focus your efforts on a few clear priorities
Prioritize your efforts on the topics that have the greatest impact and a lower satisfaction level.
🔀 Operating Principles
3 groups taken into account:
Satisfied customer: Score of 9 / 10 ⭐️ or 10 / 10 ⭐️
Neutral customer: Score of 7 / 10 ⭐️ to 8 / 10 ⭐️
Dissatisfied customer: Score of 0 / 10 ⭐️ to 6 / 10 ⭐️
Calculation for each group:
Cumulative expenses over the period
Purchase recurrence
Average basket per purchase
Calculation of the impact of satisfied vs. dissatisfied customers:
= Difference between satisfied and dissatisfied customers
Calculation methods:
Calculations based on the cross-analysis of transactional flows and survey responses
Calculations performed across all indicators: NPS, Average Satisfaction, and Topics
A customer is taken into account from the moment they provide at least one review during the period