CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics
NICE inContact
AUGUST 9, 2018
Customer service is prepared to handle issues related to the gap in product functionality. CSAT surveys are generally sent on a regular basis (monthly or quarterly) and are not tied to specific service interactions (more on that later). You can read more about building great CSAT surveys here. Customer Effort Score (CES).
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