Skip to content Skip to footer
CX Metrics
Products & Services

NPS, CSAT & CES Metrics

Measure Customer Interactions With Worldwide Recognized NPS, CSAT & CES Metrics & Manage Improvement

NPS, CSAT & CES Metrics

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 Organisation’s Social media reputation. They have 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

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?”

icon_csat

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.

CES

Customer Effort Score

The Customer Effort Score (CES) takes a different angle compared to 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 a simple disagreement/agreement rating question.

What customer experience metrics should you choose? CSAT or NPS?

How would you rate your experience with our company?

NPS, CSAT & CES Metrics

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 an 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.

On a scale from 0-10 how likely are you to recommend our company?

NPS, CSAT & CES Metrics
Get started

The best performing solutions bring our clients the best business improvements

No credit card required

Do you have questions?
Contact us

Do you have questions?
Contact us

Related products & services

Icon

Mastery Shopping®

Systematically collect spontaneous ideas from non-customers.
Icon

CX Consulting

Set company, team and individual CX KPIs.
Icon

Gamifying employees

Motivate and boost the performance of your employees