Choosing Between CSAT, NPS or CES: Why it Does Not Matter
COPC
MAY 19, 2023
However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. 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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