Choosing Between CSAT, NPS or CES: Why it Does Not Matter
COPC
MAY 19, 2023
The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. Most CSAT surveys also include additional questions such as “ Was your issue resolved? Since 2003 NPS has grown in popularity. However, COPC Inc. recommends using a 5-point Likert scale.
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