How do you measure customer satisfaction on your product?

I feel like I'm on crazy pills on this, but I'm really not a big fan of tracking NPS. We definitely always want positive engagement, promoters, and + conversions, but I just don't think NPS is the right metric. Am I alone here? Other good metrics to get at this that's not NPS?

Several frameworks out there to approach the question. Depending on the product, I'd go for user engagement (DAU/MAU) and Churn Rate. There are multiple scenarios were that would not be the right answer though. As far as you are consistent and have an structured approach, you'll be fine. You can use our tool (cof, cof) to: a) identify your churn rate, b) survey your users in their way out (put a number to the reasons your customers are leaving) and c) reduce your churn with smart incentives. Always happy to chat about customer satisfaction and happy customers! Feel free to reach out, okay? :P

Simple NPS tracking with SatisMeter widget.

Retention and referrals (NPS). But when you’re early, don’t worry about survey tools. Just have one on one conversations with your users. If they’re willing to talk to you on a 15-min call do it.

We use !ProProfslivechat to measure customer satisfaction. There are specific metrics that we access using this tool to measure customer satisfaction with our product, which are as follows. 1.Tracking of the number of chats received, opened, resolved, and missed. 2.Analyzing conversation to conversion rate to see how many customers who interacted with our support team bought our products, attended our webinar, etc. 3.Tracking the customer support team's first response time while trying to keep it less than 90 seconds. 4.Focusing on average resolution time by an agent to analyze how much time is s/he taking to resolve a query successfully. 5.See the results of customer satisfaction surveys (CSAT) or Net Promoter Score(NPS) surveys after customer’s interaction with our live chat agents.

While I would have said email, it's better to capture them after live chat, most customers are willing to go the extra mile after you have solved their problem

a little questioner after the communication, but activity is quite low as it is when you are asking the feedback directly on the phone

Is the question metrics-related or tools-related? The metrics are straightforward: CSAT, NPS and CES. Then, if you know what specifically you want to measure, you choose a technique and a tool to implement it. On this level I guess it comes down to budget, team size, product type and customer's profile. For instance, if I'm a startup building a software for UK Defence Ministry publishing an open survey of the website will doubtfully be very efficient. Also, if I'm bootstrapping my first Team management app where I'm a developer, bis dev and a marketer, the chances I'll use on-demand contact center are pretty low. etc. My point is, there's no one size fits all option.

Monitor churn rate but that is a lag indicator infortunatly.

Retention of course. However, I would not call it "happy" I would call it triggered, or seeing the value in the product. Also, as our app is Questions/Answers matching for entrepreneurs, we track the ration between the new comers and the ones who actually ask questions that help us understand if customers find the product friendly to use.