PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Nicereply

MARCH 14, 2023

But it’s really a great read for every support manager, as it provides crucial details about how the business of customer support works to be successful. No amount of coaching, training, or quarterly feedback surveys will prevent it. That means that eliminating the need for service is the best way to satisfy customers.

Management 98

Management Call Center Metrics Entertainment 98

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The irony, of course, is that companies really shouldn’t have to survey customers about the level of Effort they’re experiencing.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. To become an expert in customer service in thirty days, you’re going to have to take a lot of information in. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74