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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

Metrics 148
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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162
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Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

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

COPC

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Since 2003 NPS has grown in popularity. Customer Effort Score (CES) CES measures how easy or difficult customers find it to complete a task.

Metrics 70
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NPS, CES, CSAT: Which One is the Best Metric?

GetFeedback

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .

Metrics 111
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Everything You Need to Know About Customer Satisfaction Surveys

ProProfs Blog

Surveys can be conducted frequently to gauge improvement in customer experience. The data obtained can be used to segment customers. Efforts should be made to satisfy unhappy customers. Here’s how a basic customer satisfaction survey looks like: Why Customer Satisfaction Survey is Important.

Surveys 109
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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. blog linkedin twitter Why? "NPS