What is a common metric used to assess customer satisfaction at Amazon?

Net Promoter Score (NPS) is a widely recognized metric used to gauge customer satisfaction, particularly its predictive power regarding customer loyalty and future business growth. This metric is based on a single question that asks customers how likely they are to recommend a company’s products or services to others. A high NPS indicates strong customer loyalty, which directly correlates with satisfaction and can provide valuable insights into customer sentiment.

NPS is favored in many organizations, including Amazon, because it simplifies the understanding of customer satisfaction into a straightforward score that can be tracked over time, allowing the company to measure improvements or declines effectively. As a result, businesses can implement strategies based on NPS results to enhance customer experience.

In contrast, while other metrics like the Customer Satisfaction Index, Customer Effort Score, and Customer Loyalty Rating are also valuable in their own right, they don't have the same level of emphasis in assessing broader loyalty trends in a straightforward manner. Customer Effort Score, for instance, focuses on the ease of service interactions, and while this is important, it does not capture the overall sentiment towards the brand as effectively as NPS does.