You may have solved your customer’s problem, but if it took them digging through three help articles and sending six emails to get there, was it a good customer experience?
Companies are shifting the metrics they measure to better serve modern customers, and Customer Effort Score (CES) has quickly risen to the top. Unlike the Customer Satisfaction Score, CES examines the entire customer support experience from start to resolution. And instead of focusing on parts of the service experience, like channel or agent performance, it tackles a bigger question: how easy or difficult it is for customers to get issues resolved.
https://www.business2community.com/customer-experience/measuring-customer-effort-just-got-easier-02030591/
One of the industry standards for determining customer satisfaction and loyalty is the Net Promoter Score system. If you haven’t heard of Net Promoter system, you’ve likely seen it in action: rating an experience or a product on a scale of 0 to 10. It is also the only industry satisfaction question to use a full 11-point scale. But do you know what each of the numbers actually means and how to use the question in a feedback experience?
https://www.questionpro.com/blog/net-promoter-score-system/
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