2003 Benchmark Consulting Customer effort 
COPC
MAY 19, 2023
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. Since 2003 NPS has grown in popularity.
Lumoa
APRIL 24, 2018
The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. I would NEVER rely on NPS as the only measurement of customer perception."
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Taylor Reach Group
JUNE 6, 2017
You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. 2) Customer convenience: Sometimes customer inquiries and concerns can be alleviated very quickly and easy, with the use of live chat.
Taylor Reach Group
JUNE 20, 2017
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. What they are doing is using that dead, in-between time to respond to other customers. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience. John Cockerill – President.
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