To help gain insight on how happy your customers truly are with your business, you can utilize metrics, like NPS and CSAT. Never heard of these before? No worries—I’ll give you the scoop on ...

According to CMSWire's State of Digital Customer Experience report, CSAT is the most-used measure of digital CX, followed by net promoter score (NPS) and customer retention rate. And the ...

The key to customer service success lies in carefully selecting and tracking key metrics that provide actionable insights ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company ...

The Net Promoter Score (NPS) survey is a “master of simplicity.” With its elementary formula to evaluate customer satisfaction, this classic metric is rooted in the kind of ease inherent to a ...

Outcomes: Increased CSAT, NPS, and Project Margin % A leading IT services company has a major project deadline approaching, representing a material level of business for the quarter. The AI model ...

Yet, too many organisations still worship NPS and CSAT scores as their guiding Key Performance Indicators (and the basis of how they incentivise their employees), without questioning whether those ...