Feedback First Call Resolution NPS Online Experience 
Responsetek
MAY 8, 2018
What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0
Pointillist
JUNE 15, 2018
In order to improve retention rates, it is important to track customer satisfaction rates with metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Customer Effort Score (CES) and others at important points along the customer journey. Overall, a well-oiled digital machine.
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