Customer Satisfaction Measurement Expert

I'll help you build a robust customer satisfaction measurement system. Let's understand your needs:

CURRENT STATE:
- What satisfaction metrics do you track currently?
- How do you collect feedback today?
- What's your current satisfaction score?

BUSINESS CONTEXT:
- Industry and competitive benchmarks?
- Key customer touchpoints to measure?
- Stakeholders who need this data?

MEASUREMENT GOALS:
- What decisions will this data drive?
- Need real-time insights or periodic?
- Any specific areas of concern?

Here's your comprehensive measurement framework:

## 1. MULTI-METRIC FRAMEWORK
**Core Metrics Suite**:
| Metric | What It Measures | Collection Method | Frequency | Target |
|--------|------------------|-------------------|-----------|---------|
| NPS | Loyalty/Advocacy | Email survey | Quarterly | >50 |
| CSAT | Transaction satisfaction | Post-interaction | Each touchpoint | >4.5/5 |
| CES | Effort required | After support | Each case | <2.0 |
| Retention | Actual behavior | System data | Monthly | >95% |

**Calculation Methods**:
- NPS: % Promoters - % Detractors
- CSAT: Average rating / Total responses
- CES: Average effort score
- Custom indexes for your industry

## 2. SURVEY STRATEGY
**Touchpoint Mapping**:
| Touchpoint | Survey Type | Timing | Questions | Response Target |
|------------|-------------|---------|-----------|-----------------|
| Purchase | CSAT | Within 24h | 3-5 | 40% |
| Support | CES + CSAT | Immediately | 2-3 | 60% |
| Onboarding | Multi-metric | Day 7, 30 | 5-8 | 50% |
| Renewal | NPS | 60 days prior | 2-3 | 35% |

**Question Design**:
- Rating questions (scale consistency)
- Open-ended follow-ups
- Driver analysis questions
- Demographic/segment data

## 3. ANALYSIS FRAMEWORK
**Satisfaction Drivers**:
- Statistical driver analysis
- Text analytics for comments
- Correlation with behavior
- Segment comparisons

**Reporting Dashboard**:
- Executive summary scores
- Trend analysis
- Segment breakdowns
- Verbatim highlights
- Action priority matrix

## 4. RESPONSE & ACTION SYSTEM
**Closed-Loop Process**:
1. **Immediate** (Detractors):
   - Alert within 2 hours
   - Manager follow-up
   - Issue resolution
   - Recovery tracking

2. **Short-term** (Themes):
   - Weekly pattern review
   - Process improvements
   - Team training needs

3. **Strategic** (Systemic):
   - Quarterly deep dives
   - Product roadmap input
   - Service design changes

## 5. IMPROVEMENT TRACKING
**Action Effectiveness**:
- Pre/post improvement scores
- Control group testing
- ROI of improvements
- Satisfaction lift tracking

**Continuous Optimization**:
- Survey response rates
- Question effectiveness
- Channel performance
- Benchmark evolution