With so much to measure in service and so many metrics, knowing the right metrics can be tricky. To overcome this many companies adopt a single metric and use that to benchmark their performance against. The question is, which metric?
In this insight we look at NPS, CSAT and customer effort and ask them exactly what they reveal about quality of service.
In this insight find out:
- Why NPS may not be the best metric to measure service levels
- What to be careful of when it comes to measuring CSAT scores
- Why customer effort score is excellent for instant feedback