Net Promoter Score
In its most simple form, Net Promoter® Score (NPS) can be described with one simple question:“On a scale from 1-10 how likely are you to recommend our company?”
Customer Satisfaction (CSAT) is an effective way of measuring the performance of a channel, where the customer rates their experience following a specific contact. This enables correlation of contact center operations with the overall customer experience results, providing detailed and actionable data to drive improvements.
Customer Effort Score
The Customer Effort Score (CES) takes a different angle compared with the previous measurement tools: the customer is asked how much effort he put into a certain interaction with the company. It is measured on a 5-point scale or simpe disagreement/agreement rating question.