Measure & Track

NPS, cSat and Customer Effort

It's important to have a customer satisfaction metric 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 indentify the right one(s) for your business.

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:

NPS

NPS or Net Promoter Score is a customer experience metric that organisations use to measure how they are perceived by their customers and whether they would recommend them to others.

CSAT

CSAT or Customer Satisfaction tracks how satisfied customers are with your organisation’s products and/or services. It targets a ‘here and now’ reaction to a specific interaction, product or event.

Customer Effort

A Customer Effort Score or CES will measure customer service satisfaction with a single question, such as "how easy was it to deal with the company?". The underlying thought is that by reducing customer effort you can create loyal customers.

One thing all these headline metrics have in common, is that they are just that, a metric. They offer a measure of customer experience - understanding the drivers and using the scores to improve is what really counts.

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