Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
NPS, CES, CSAT: Which One is the Best Metric? by Sara Staffaroni
(GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
My Comment: Let’s start this week’s Top Five list with a “back-to-basics” article on some of those acronyms we use to help us measure the experience our customers get from us. NPS, CES and CSAT seem to be most common. For those that haven’t adopted one – or even all – of these CX metrics, then this is a
