A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES
Wootric CX Blog
NOVEMBER 4, 2020
But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ). Customer Satisfaction ( CSAT/PSAT ). Passives score 7 or 8.
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