CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. The bottom line is there is no "magic metric."

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Customer Satisfaction (CSAT). Customer Effort Score (CES). Ask the right questions .

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. What is the Customer Satisfaction Score (CSAT)?

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

Pointillist

JULY 25, 2018

Do they track customer journeys? Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? Success Metrics for the Team. Success Metrics for the Project. Build a Team.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Do they track customer journeys? Thinking in journeys’ is important when it comes to data integration for customer journey analytics, as explained in detail in step 4 below. Has a journey mapping exercise ever been conducted? You will need to establish metrics for measuring the success of employee training.

Analytics 43

Analytics Metrics Government Journey mapping 43