Measuring B2B Customer Satisfaction at Dashlane
February 16, 2023 | Dashlane
Co-written by Tangi Gouez, Dashlane Product Data Analyst, and Manuel Cellier, Associate Product Data Analyst
At Dashlane, we believe each of us should feel connected to the end user, regardless of our roles and level of daily customer interaction. To ensure this, one of Dashlane’s core objectives is customer satisfaction. Due to our French roots, we call this “Amour du Client,” meaning “love of the customer.”
There are many ways in which we live and breathe this objective, and some of us on the Product Analytics team wanted to share a recent example.
You can’t improve what you can’t measure. That’s why in 2022, the Product Analytics team wanted a better way to measure Amour du Client. We wanted a data-driven framework to help us monitor and understand how satisfied and engaged our customers are from the moment they first become aware of Dashlane to the moment they renew or upgrade.
After much discussion, we decided that measuring Amour du Client must:
- Be tailored to Dashlane customers
- Occur frequently