NPS, CSAT & CES Metrics

Measure customer interactions with world-standard metrics & managing improvement.

You should consider that the primary drivers of NPS are Product, Services, Offers (pricing & packages), Convergence, Showroom – Online or physical, Branding and Advertising and an Organization’s Social media reputation. It has a great potential to promote positive customer experience.

On the other hand, secondary drivers of NPS like Contact Centres, Self Help, Billing, Repair & Support, tend to have a stronger negative impact on Customer Experience and a weaker positive experience. The design of each of the metrics has implications for its usefulness in measuring different aspects of the customer experience.

NPS, CSAT & CES Metrics

Measure customer interactions with world-standard metrics & managing improvement.

You should consider that the primary drivers of NPS are Product, Services, Offers (pricing & packages), Convergence, Showroom – Online or physical, Branding and Advertising and an Organization’s Social media reputation. It has a great potential to promote positive customer experience.
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
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.

What metrics should you choose? CSAT or NPS?

CSAT

Customer Satisfaction (CSAT) enables correlation of contact center operations with the overall customer experience results, providing detailed and actionable data to drive improvements (on agent/shop assistant and process levels). This can be used in all human, digitally assisted and digitally unassisted channels, relating to Contact Centers, Stores, Web service, IVR etc.

An advantage is the COPC world benchmark for CSAT measurement and the opportunity to benchmark your channels against other world class customer services. (Overall Customer Satisfaction ≥ 85% top two box and Overall Customer Dissatisfaction ≤ 5% bottom box). Only customer satisfaction surveys at the transaction level will give useful information for driving satisfaction within a given channel (Customer Service, Retail, etc.)

NPS

Net Promoter Score (NPS) measures the total customer experience and customer feeling about the brand. Best taken as an overall measurement, the primary drivers of NPS, such a product, services, offers, POS and brand, have a greater potential to promote positive customer experience.

Secondary drivers such as contact centers, self care and support tend to have a stronger negative impact on customer experience and a weaker positive experience. There is no world benchmark for NPS measurement on a channel level, however this could be assessed from a monthly trend perspective with a strong focus on sustained improvement.

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