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

COPC

MAY 19, 2023

Customer Satisfaction (CSAT) Customer Satisfaction – CSAT CSAT evaluates how satisfied customers are with a particular experience. Examples include purchasing, interacting with customer service, or visiting a website. Since 2003 NPS has grown in popularity. However, COPC Inc.

Metrics 69
Metrics industry standards Customer effort Consulting 69
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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

NOVEMBER 8, 2018

Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies. The same applies also globally.About two thirds of all companies are using it to define where they stand in terms of the customer experience. Now most of Fortune500 companies, incl. Why use CSAT?

Metrics 172
Metrics Customer Experience Benchmark Surveys 172
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