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

COPC

MAY 19, 2023

in 2011 and became instrumental in driving customer experience improvements for clients across Australia, New Zealand, Indonesia, Singapore, Malaysia, Thailand, the Philippines, India, Sri Lanka, Hong Kong, USA, China and Korea. Simply changing the metric will not lead to improved performance!

Metrics 71
Metrics industry standards Customer effort Consulting 71
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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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