Which metric is commonly used to measure client satisfaction?

Net promoter score (NPS) is a widely recognized metric used specifically to gauge client satisfaction and their likelihood to recommend a company's products or services to others. This metric is valuable as it provides direct insight into customer loyalty and overall satisfaction by asking respondents how likely they are to recommend a service or product on a scale from 0 to 10.

NPS categorizes respondents into promoters, passives, and detractors, facilitating a deeper understanding of client sentiment. A higher NPS indicates a greater number of satisfied and loyal customers, which can translate to increased referrals and repeat business. This focus on customer advocacy makes NPS a primary choice for organizations aiming to elevate their client satisfaction levels and enhance their service model.

Customer retention rate, while useful, primarily focuses on the ability of a business to retain existing clients rather than their satisfaction levels. Market share indicates a company's position relative to competitors and does not directly reflect individual client sentiment. Sales conversion rate measures the effectiveness of turning leads into customers but does not provide insights into how satisfied those customers are after making a purchase.