If measuring Customer Experience requires a comprehensive view, these three metrics help you get there by “thinking in terms of layers.”
-Net Promoter Score delivers the big picture of customer loyalty over the long-term. -
-CSAT can measure overall satisfaction on a number of attributes so you can discover and refine those that are most meaningful to your customers.
-Customer Effort Score dials in on one attribute, effort, and is incredibly useful for smoothing the customer’s path to their desired outcome.
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