Comm100

APRIL 12, 2018

The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction. All these involve asking a customer to answer a simple question after they contact your business and get their issue resolved.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Thematic

FEBRUARY 24, 2025

It takes a fast and flexible approach to gathering feedback, ensuring customer insights drive key business decisions. Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

customer sure

SEPTEMBER 30, 2020

It’s changed how companies have to deal with their customers, and it’s created huge uncertainty for customers. Or time to work out what you can do (safely) that will make customers confident to engage with you again! And you can’t guess how customers feel because the pandemic has affected everyone differently.

Feedback 62

Feedback Net Promoter Score Effort Score Customer Confidence 62

Beyond Philosophy

SEPTEMBER 23, 2021

The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®. Still, the most significant one to them was whether the customers came back again. You even see a picture of it once it arrives leaning against your door.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Quadient

OCTOBER 22, 2021

It’s that mentality that has driven the highest customer success scores in the market for three years running. . Quadient is recognized as the only customer-first CCM solution provider by Gartner. We’ve built a support team that has earned us rave reviews and a 97% CSAT score.

Customer Journeys 52

Customer Journeys Effort Score e-support Social Media 52

BirdEye

FEBRUARY 4, 2025

The results: A stronger, more visible, and trusted brand After implementing Birdeyes online reputation management software, Black Bear Diner saw significant improvements: 26% increase in customer reviews , helping them build credibility and trust. Higher Google ratings, reinforcing customer confidence and loyalty.

Tools 52

Tools Brands Management Multi-Channel 52

InteractionMetrics

APRIL 16, 2024

An example of absolutist thinking is the assumption that one method, like a survey, or one metric, like Net Promoter Score, is sufficient. Instead, examine your customer experience from multiple angles. For example: Competitive Edge Score shows where you stand in relation to other companies.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52