Category: Customer Satisfaction Metrics

Customer Effort Score (CES) is a customer experience metric that measures how easy it is for customers to complete an interaction with a company. This could include resolving an issue, making a purchase, or finding information. The goal of CES is to understand friction in the customer journey—because the easier the experience, the more likely…

Net Promoter Score (NPS) is a widely used customer loyalty metric that measures how likely customers are to recommend a company’s product or service to others. It helps businesses understand overall customer sentiment and predict future growth based on word-of-mouth referrals. Customers are typically asked one question: “On a scale of 0–10, how likely are…

Customer Satisfaction Score (CSAT) is a widely used metric that measures how satisfied customers are with a company’s product, service, or interaction. It is typically collected through surveys that ask customers to rate their experience, often on a scale such as 1 to 5 or 1 to 10. CSAT helps businesses understand customer sentiment and…