Archive for: NPS

Customer Experience
Jonathon Little

But We Already Measure NPS…

For many years, organizations the world over have been grappling with the best metric to reflect the way their customers feel about their brand. From the age-old call quality to first call resolution, through to Customer Satisfaction (CSAT) and the ubiquitous Net Promoter Score (NPS), there is a measure for every angle. In the last few years however, the Customer Effort Score (CES) has become an increasingly popular approach for measuring customer satisfaction and is worthy of consideration for your company.

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