“Customer experience” is a phrase that is frequently tossed around, with good reason. Many people make their online purchasing decisions not simply based around products or services, but also around their experience. That’s why metrics like CES, NPS, and CSAT are so important.
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. So it’s clear that it’s worthwhile to put in the effort to make customers are happy. But how do you know the customer experience programs you’ve implemented meet your goals?
There are, in fact, several 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).
This article defines those three key performance indicators (KPIs) that help you understand how your online customers feel about their experiences with your business. It also provides some advice for when to use which metric. The article also refers readers back to a key article on the subject, Scoring the Customer Experience: CSAT vs NPS vs CES, by Holly Chessman, VP of Marketing at Glance Networks.
CES, NPS, and CSAT
Want to read the whole article on the Capterra blog? You can check it out here: What Are CES, NPS, and CSAT? Understanding When to Use Which.
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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 »
