Customer Service Metrics Guide: CSAT vs. NPS vs. CES
NICE inContact
AUGUST 9, 2018
CSAT surveys are generally sent after a customer service interaction like a ticket, phone call, or live chat. What is Customer Effort Score (CES)? Customer Effort Score or CES is a metric that scores the level of difficulty customers experience when using your product or service (you can find a CES starter kit here ).
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