GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Net Promoter Score (NPS). Net Promoter Score is a KPI used to measure customer loyalty.

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NPS Net Promoter Score Effort Score Measurement 199

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How View Article

Effort Score 150

Effort Score 2008 Metrics NPS 150

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How View Article

Effort Score 150

Effort Score 2008 Metrics NPS 150

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

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Article 2025 Customer Service Loyalty Programs 66

Hello Customer

JANUARY 6, 2022

The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. It measures how much effort a customer has to put in to use a product or service, acquire information about its usage, or address a problem. Wondering how you can do that? CES: what is it?

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Net Promoter Score What is it? Customers are nuanced.

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Metrics Net Promoter Score NPS Effort Score 270

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly. So why does this matter?

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NPS Net Promoter Score Customer Satisfaction Feedback 146

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

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B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

DECEMBER 17, 2024

These can include: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) These metrics can reflect the changes in how the customers perceive their experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

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2021 Article Customer Service Net Promoter Score 27

eglobalis

JUNE 27, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Customer Effort Score (CES): Gauges how easy it is for customers to interact with your company and resolve issues.

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Customer Experience Customer Centricity Net Promoter Score Government 460

GetFeedback

AUGUST 16, 2018

To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score. As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) Customer Effort Score (CES). Net Promoter Score (NPS).

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Metrics Measurement Net Promoter Score Customer Service 199

Answer Dash

NOVEMBER 27, 2018

While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. That is the Customer Effort Score (CES). What is the Customer Effort Score? How do you measure Customer Effort Score?

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Effort Score Metrics Net Promoter Score NPS 76

Wootric

NOVEMBER 4, 2020

Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ). Customer Effort Score ( CES ). What is Net Promoter Score (NPS)? Customers who are promoters score 9 or 10. Passives score 7 or 8. Detractors score 6 to 0.

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NPS Net Promoter Score Metrics Effort Score 122

Retently

DECEMBER 17, 2018

Well, that’s where Customer Effort Score comes into play. What Is Customer Effort Score? You should also consider sending out such a survey after a customer finishes reading a Knowledgebase article since it will help you find out how useful your content is. How to Put Together a Good Customer Effort Score Question.

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Effort Score Measurement Net Promoter Score NPS 76

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

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Net Promoter Score NPS Metrics 2010 208

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.

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Retail NPS Touchpoint Feedback 109

GetFeedback

MARCH 25, 2019

This article features these guidelines that all customer service teams should leverage to easily measure the success of their live chat program. . A perfect example of this is using a Customer Effort Score (CES) question followed by an optional short answer question. Keep the post-chat survey in the same chat window .

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Net Promoter Score Effort Score NPS Reference 186

BlueOcean

FEBRUARY 7, 2019

While Lifetime Customer Value is a critical measure of your customer experience, it can’t by itself tell you what to focus on in your efforts to improve it. For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT). NPS was a metric first introduced in 2003, which feels like a lifetime ago.

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Metrics 2019 Customer Care Measurement 219

Experience Investigators by 360Connext

JULY 6, 2021

For the sake of this article, we’ll simplify things by referring to the CX Team. This means they might review: Customer feedback data , like Net Promoter Score (NPS) and Customer Effort Scores (CES) at both the relational and transactional levels, as well as overseeing the way customers are asked for feedback.

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Document Net Promoter Score Government Leadership 358

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

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Metrics Net Promoter Score Customer Experience NPS 162

GetFeedback

MARCH 20, 2019

This article offers the secret formula for making the perfect survey online — one that you’ll customers won’t mind taking. If you are sending an NPS question, then at least preface repeat questions with an explanation of how you use their periodic answers as a baseline for your survey. . It’s not as impossible as it may sound.

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Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

Retently

SEPTEMBER 11, 2018

NPS, CSAT, and CES are the most commonly used customer satisfaction metrics. Net Promoter Score (NPS). What Is NPS? NPS stands for Net Promoter Score. An easy way to define NPS is to think of it as a growth indicator. How Does NPS Work? Customer Effort Score (CES). What Is CES?

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NPS Customer Satisfaction Metrics Net Promoter Score 115

Retently

JULY 16, 2024

Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture. However, if you’re only tracking the score for the sake of it, you are wasting time and effort.

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Net Promoter Score NPS Customer Satisfaction Metrics 148

CSM Magazine

MARCH 13, 2025

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. Prioritizing investments: You can focus resources on areas that matter most to customers, ensuring your efforts resonate where they’ll have the biggest impact.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

CSM Magazine

JANUARY 3, 2025

Consider using Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) alongside empathy-specific questions. NPS gauges how likely someone is to recommend your company, often influenced by how they felt during the interaction. This reduces the perceived effort for customers, improving overall satisfaction.

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Measurement Net Promoter Score Effort Score NPS 52

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). CSAT vs NPS vs CES: What does each measure? So, which is best for you?

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NPS Customer Satisfaction Metrics Net Promoter Score 77

SurveySensum

JULY 27, 2022

And, that means the more extra effort they need to put in to interact with your business, the more disloyal they become. . To resolve all these issues and help businesses measure and improve their Customer Effort Score (CES), several companies have developed CES tools like SurveySensum, Qualtrics, SurveyMonkey, etc. in detail.

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Effort Score 2022 Multi-Channel Touchpoint 52

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures the likelihood of a customer recommending a company’s product or service to others.

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NPS Net Promoter Score 2003 Effort Score 68

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

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Definition Net Promoter Score Customer Experience B2C 167

GetFeedback

OCTOBER 27, 2019

In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. The two most common surveys beside CSAT are NPS (Net Promoter Score) and CES (Customer Effort Score). . NPS, CES, and CSAT are the most common three. Defining customer satisfaction.

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Customer Satisfaction Measurement Net Promoter Score Metrics 191

InMoment XI

JULY 12, 2023

In this article, we’ll cover the customer experience, what your customer experience strategy needs, how to overcome challenges, and how to get started. Net Promoter Score (NPS): NPS gauges the likelihood of customer recommendations, categorized as Promoters, Passives, or Detractors, indicating loyalty and advocacy.

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Customer Experience Social Media Touchpoint Net Promoter Score 195

Kayako

JULY 22, 2022

A great place to start is with a couple of quick, simple questions that yield two important metrics: Net Promoter Score (NPS) and Customer Effort Score (CES). Net Promoter Score (NPS). The Net Promoter Score is a way of gauging how likely a customer is to recommend your product or service.

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Net Promoter Score Measurement NPS Effort Score 112

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. They track key metrics like agent effort score (AES), call volume, quality assurance, and agent productivity.

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Call Center Contact Center Social Media Metrics 195

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). There is an index that scores customer satisfaction on a scale of zero to ten. NPS divides customers into “promoters” (those who rank high at nine-to-ten), “neutral” (seven-to-eight), and “detractors” (zero-to-6).

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Customer Effort Score (CES). Answer choices ranging from Very Low Effort to Very High Effort.

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Metrics Net Promoter Score Blog Effort Score 96