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)?

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. At ResponseTek we believe that your frontline staff have an extraordinary impact on your brand and can strongly influence NPS. Strikingly, those with an Attitude score of 10 receive an NPS of +61.

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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. We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. Contact us here.

5 Top Customer Service Articles For the Week of September 14, 2020


There is some information about NPS (Net Promoter Score) that could make for an interesting discussion (debate), and I also appreciate how the author gave us reasons that generate criticism from customers beyond frustration. Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space.

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.

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. Which KPIs you track depend a lot on your service philosophy – while time-based metrics such as handle time and queue length are common to many call centers, other schools of thought say that quality-based metrics like customer satisfaction or customer effort are a better way to track overall quality. Customer Service call center

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How to Ramp up Service Recovery for Better Business Results


Whether brands collect corporate-level, NPS®-type data, or their customer service reps add data to the CRM, sifting through data to identify contacts in need of follow-up is a time-consuming process. After repurposing much of its contact center QA team to respond to dissatisfied customers, one major retailer saw average star ratings from these customers jump from 1.06 to 4.65, and its average NPS® score among these customers climbed nearly 100 points (from -85 to +22).

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. When the contact center is overwhelmed by high call volumes during the Q1 busy season, your customers will feel the pain. How to Achieve Excellence in Travel Customer Service in 2018.

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. For example, a typical customer, Jane, uses the social channel on Need/ Research, Selects items using mobile, Purchases on the web, Receives the purchase in-store, calls the call center when in Use and Recommends to friends on social media channels.

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. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. Greg Levin, OFF CENTER, LLC ( ). and attention to detail for more effective troubleshooting and likelier first contact resolution.

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. Advocacy: Customer advocacy metrics – such as NPS and CSAT – are important indicators of perception in the marketplace and therefore should be factored into your analysis.

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 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 If you’re looking to improve first-contact resolution to increase customer satisfaction and lower costs, micro-coaching can accelerate your progress. And nothing does more to build brand pride, enthusiasm, and morale on the contact center floor.

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. Customers who rate their most recent service interactions with one or two stars out of a possible five are contacted by the brand’s service recovery team. To date, more than 5,000 customers have been contacted by the service recovery team. The average star rating in this group is now 4.65, and the average NPS score has jumped to 22.

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 CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center.

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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. For example, your call center has their own set of processes for addressing customer inquiries, while your marketing department is focused on influencing their buying decisions. Maybe you are already improving NPS and/or CSAT. Download our latest eBook. Working toward that next big promotion?

What is Customer Experience? 19 Industry Experts Weigh In:


And they define interactions as any time when you and your customers have a two-way exchange: When customers navigate your Web site, call into your contact center, go into your retail location, talk to one of your employees, buy your products, use your products, respond to your emails — that’s when they’re making judgments about whether or not you meet their needs, are easy to do business with, and are enjoyable to do business with.

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. Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands.

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.). We are starting to notice that support operations in an organization that has not had the ability to do certain things (merge marketing and service, for example, or sell from the contact center) are being deployed faster and easier thanks to the new models for customer service.