COPC

MAY 19, 2023

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. The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied.

Metrics 69

Metrics industry standards Customer effort Consulting 69

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Lumoa

NOVEMBER 8, 2018

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 172

Metrics Customer Experience Benchmark Surveys 172