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

COPC

MAY 19, 2023

Customer Effort Score – CES To calculate performance, either take the average of the scores received or the percentage that scored five or above. The COPC Perspective Over the past 20+ years, I have collaborated with clients to enhance their customer experience. Many clients use multiple metrics to measure customer satisfaction.

Metrics 69
Metrics industry standards Customer effort Consulting 69
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The Power the Ultimate Question

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. It is regarded as an industry-standard CX metric that will likely continue into 2020 and beyond. Summary of Key Learnings.

B2B 52
B2B Surveys B2C Metrics 52
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