CSAT

Customer Effort Score or Customer Satisfaction?

Introduction To Customer Effort Score Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort. Customer Effort Score (CES) … Read More

Survey Respondent Experience – Let’s Talk About the Elephant in the Room

Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire organisations dedicated to customer experience. … Read More

How To Make Customers Actually Like Leaving You Feedback

Ugh, another feedback request, another survey invitation. This time I could win 400 paper clips for just 10 minutes of my time. I am constantly being asked to review things. Amazon even asks me to review other people’s reviews. To … Read More

How To Create a Successful Customer Experience Measurement Program

If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a customer experience measurement program in … Read More

What Is Customer Experience? (Video)

What is Customer Experience? We have written a number of articles around customer experience strategies, metrics and approaches but lets take a step back and ask ourselves what actually is Customer Experience? Why is it actually important? To answer these … Read More

Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and taking corrective actions will result … Read More

NPS, CES & CSAT: What’s The Difference?

When it comes to measuring customer satisfaction, there are three main stalwarts that most companies turn to. Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). So what does each of them actually measure and what … Read More