SLCH: A Novel Customer Satisfaction Scoring

DOI

10.2991/978-2-38476-202-6_4How to use a DOI?

Keywords

Business; Rating; Customer Satisfaction; Response App

Abstract

People are using customer satisfaction scores as consideration to set new goals and grow their business. In customers’ sight, a satisfaction score can be seen as a reasonable rating that shows how good the business quality is. They prefer businesses with high ratings over others. Customer satisfaction score can be obtained using survey, CSAT, Net Promotor Score (NPS), or Customer Effort Score (CES). Those methods can serve meaningful data in many scales, but may lack informative reasons behind the single representative score. We propose a new method called SLCH Rating, that has the scale of 0.0 to 4.0, presented as a single numeric value followed by the letter of s, l, c, or h that shows the dominant criteria between service, layout, cleanliness, or hospitality. Our SLCH rating score lets customers comprehend the whole special aspect of a business without reading all reviews or questionnaire details. We have developed a Quick Response App to collect SLCH ratings and feedbacks from customers. According to the feedbacks, 88.8125% participants agreed on the novelty of SLCH, 83.34375% agreed on the rating convenient, 83.03125% agreed on the informative aspect of SCLH compared to predecessor ratings, 84.53125% agreed on the adopted GPA concept in SLCH scoring, and 84.71875% agreed that SLCH scoring helps customer to recognize the business specialty.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Muhammad Imanullah
AU  - Eka Sahputra
PY  - 2024
DA  - 2024/02/15
TI  - SLCH: A Novel Customer Satisfaction Scoring
BT  - Proceedings of the International Conference on Applied Science and Technology on Social Science 2023 (iCAST-SS 2023)
PB  - Atlantis Press
SP  - 27
EP  - 34
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-202-6_4
DO  - 10.2991/978-2-38476-202-6_4
ID  - Imanullah2024
ER  -