Scoring the Customer Experience: NPS vs CSAT vs CES – Business2Community


Customer experience is a phrase that is frequently tossed around in today’s online world. According to the White House office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. Those kinds of numbers make it absolutely clear that it is worthwhile to put in the effort to make sure that your customers are happy.

At the same time, how do you know the customer experience programs you’ve implemented meet your goals?

There are, in fact, quite a number of established methods for tracking and scoring the effectiveness of your customer experience efforts. The top three are Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer experience scoring – how to pick a winner

The real challenge is less in knowing that there are a variety of scoring methods available and more in knowing how each scoring option works, what it implies, and under which circumstances is it appropriate. After all, you don’t want to bother your customers more than necessary. At the same time, you want to get their feedback in order to improve the customer experience, customer loyalty, and ultimately, your business’ bottom line.

Each method – Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) – is subtly different and provides you with a new angle on how best to provide your customers with the experience they are seeking.

The article in Business2Community comparing the different scoring methods will give you a great overview of how each customer experience score works, why and when you might want to use it, and how to decide which method is best for you. Ready to learn more? Read the entire article by Glance Networks’ CEO Tom Martin: Scoring the Customer Experience: NPS vs CSAT vs CES.

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More

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