Choosing Between CSAT, NPS or CES: Why it Does Not Matter
COPC
MAY 19, 2023
The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. Examples include purchasing, interacting with customer service, or visiting a website. Organizations can measure CSAT using various scales. However, COPC Inc. recommends using a 5-point Likert scale.
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