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NPS, CSAT & Customer Effort

It's important to have customer research metrics that will resonate with the board and deliver actionable insight. There are a range of headline metrics to choose from and we can work with you to identify the right one(s) for your business.

You need this if:

You need a robust measure to track and monitor improvements in customer experience. Choosing the right headline metric is an important decision.

Net Promoter Score (NPS) is a very popular metric. It’s focused on the benefit that organisations can get from turning “Passives” into “Promoters”.

Customer Satisfaction (CSAT) is a no-nonsense headline measure on how satisfied your customers are with your business. A Customer Satisfaction Index will give you detailed scores for specific departments, products and services.

Customer Effort (CES) can offer a compelling message in a single metric. The ease of a customer’s experience is a strong predictor of loyalty.

What we do:

Many of our clients use a “basket” of headline metrics, and we can incorporate them into any survey. We’ll help you choose the most appropriate metrics for your business and customers, and ensure your questionnaire follows best practice.

Tough measures that will resonate with the board

what you get:

Benchmarking

We’ll benchmark your scores against our league tables where possible.

Targets

We can set realistic targets for improving your scores.

Reporting

Beyond the “one number” we will break your headline metrics down by segment, as well as looking to understand more about individual customer scores.

Drivers

The drivers of promotion and detraction are often different. We’ll make sure you know what has most impact.

Data collection

Using whichever methodology is appropriate.

Which headline metric is right for you?

Many of our clients often use a "basket" of headline metrics and we can incorporate them into nearly any survey. Three of the most popular metrics are:

News & Opinion

What is Customer Effort (CES)?

Customer Effort or CES is a popular customer satisfaction methodology and can offer a compelling message in a single metric. Here we look at what it is, when to use it, and any pros and cons.

News & Opinion

What are Customer Satisfaction (CSAT) Scores?

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News & Opinion

What is a Net Promoter Score (NPS)?

There's no doubt that word of mouth (positive and negative) is a big part of the reason that customer satisfaction links to business performance, and Net Promoter Score (NPS) taps into that mechanism. Here we look at a definition of NPS and how we can help your organisation measu...

Get in touch

Get in touch to discuss how to make the most of headline measures in your customer research project.

Contact us

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How NPS is Used

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Customer Satisfaction Index: How and Why to Use It

A Customer Satisfaction Index (CSI) can take your Customer Satisfaction (CSAT) scores to another level. Combining and weighting CSAT scores for individual interactions, product or services, will give you a much more accurate view of how satisfied your customers are with your busi...

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NPS Best Practice

If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.

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CSAT, NPS or Customer Effort: Choosing Your Key Metric

Is your key metric the right one for your business? This webinar walks through the pros and cons of CSat, NPS and Customer Effort with some practical tips to minimising the disadvantages. Chris will provide examples of when each metric and a basket of metrics have worked well.