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Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. Since 2003 NPS has grown in popularity. His vast experience working with diverse teams allowed him to effectively deliver consulting, benchmarking, training and operational auditing services. — Alex Boland | Director of ANZ Operations at COPC Inc.

Metrics 69
Metrics industry standards Customer effort Consulting 69
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The Power the Ultimate Question

Horizon CX

DECEMBER 27, 2019

In my present research and consulting role, the question naturally arose as to how far NPS has come over those 26 years and to what extent does NPS remain the key customer loyalty and performance metric specifically among B2B organizations or whether it has been supplanted by another and perhaps more favorable CX metric.

B2B 52
B2B Surveys B2C Metrics 52
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