ShepHyken

MAY 16, 2022

Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems. Click here.

Measurement 238

Measurement Average Handle Time Wait Times How To 238