Customer Service Metrics Guide: CSAT vs. NPS vs. CES

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Net Promoter Score (NPS)?

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset.

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CX Compass: A surprising look at how agent attitude influences NPS


The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS.

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System


Weekly reporting keeps you in contact with your stakeholders and the more frequent sending can help to foster a good relationship with them. Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service.

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How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

CX Compass: SMS and Instant Messaging surveys are here to stay…despite our initial predictions.


Let’s use an example of a contact center experience. When building a 3-4 question survey, if we start with our brand metric (NPS, Overall Satisfaction) and end with the optional customer comment, we are left with 1-2 questions to capture an assessment of the agent and the process.

Travel Customer Service – Keys to Success in 2018


Given the changing nature of customer service contacts, consumers’ emotional and financial investment in their travel experiences, and the value travelers place on quick, meaningful resolution, your contact center is teeming with opportunities to create customers for life.

Customer Experience Quality & Training – How to Build a Winning Framework within Your Organization


The activities in this eBook can be great training materials to improve customer service or morale in your team. Channels used include web, mobile, live chat, social, self-serve, in-store, kiosks and call centers.

29 Customer Service Training and Coaching Tips


If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. Greg Levin, OFF CENTER, LLC ( ).

Three ways to ensure your CX initiatives drive desired business outcomes


occurs on social media, contact center, live chat etc.). can be captured digitally through session replay or through IVR logs in a contact center). NPS, CSAT and so on are all great metrics but they measure different things so need to be taken in context.

5 Ways to Use VoC Data


NPS® is a great metric to use for this purpose, since your score reflects the combined efforts of all your teams—marketing, operations, product development, training, web development, customer service, etc.—to Voice of Customer Data: Are You Making the Most of Your Investment?

5 Top Customer Service Articles for the Week of September 30, 2019


NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. NPS, CES and CSAT seem to be most common. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH

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The #1 Reason Most Voice-of-Customer (VoC) Data Are Wasted


Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. To date, more than 5,000 customers have been contacted by the service recovery team. Let’s talk like engineers for a minute.

29 Customer Service Training and Coaching Tips


If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. Greg Levin, OFF CENTER, LLC ( ).

5 Ways Your Customer Feedback Can Get You Promoted


For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone. Maybe you are already improving NPS and/or CSAT. Download our latest eBook. Working toward that next big promotion?

3 patient experience problems that can be tackled with CX solutions


Download eBook. Its NPS went up double digits, too, as a result. Using this information directly from contact center calls , chats, ratings and reviews , social, and more can help with buy-in and show the “real” voice of the customer.

These Are The Last 12 Questions You Had On Customer Experience – Promise!

Esteban Kolsky

before we get started, I am finishing an eBook that compiles this information in a better format – please register here if you are interested, should be available in the next 2 weeks or so.). If none of this works – contact me and we can discuss your situation further.

What is Customer Experience? 19 Industry Experts Weigh In:


When a company gets it right, CX goes way beyond an NPS or CSat score—it’s all about knowing and understanding your customer so well that the experiences are designed to anticipate a need or desire. It’s every contact the customer has with your people, your product, and the way it’s delivered.