article thumbnail

Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

article thumbnail

Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

article thumbnail

Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 208
article thumbnail

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. The prominence of Net Promoter Score stems from its ease of use, versatility (can be applied to businesses of any scale) and a simplistic working model. Customer Satisfaction score (CSAT).

Metrics 91
article thumbnail

Choosing a survey methodology – NPS, CSAT, CES

Clicktools

Net Promoter Score® (NPS®). Fred Reichheld’s Net Promoter Score (NPS), the first and most widely known survey methodology, determines customer loyalty. zero to 10 scale] and 2) Why did you give that score? The Net Promoter Score is calculated as % Promoters – % Detractors. Customer Effort Score (CES).

NPS 49
article thumbnail

What's the Difference Between NPS and Customer Engagement?

PeopleMetrics

In our last post, we covered the difference between customer satisfaction and customer effort score. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.