How to measure the Voice of the Customer (VOC)? Part 2: CES (Customer Effort Score) and CSAT (Customer Satisfaction Score)

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  1. How to measure the Voice of the Customer (VOC)? Part 2: CES (Customer Effort Score) and CSAT (Customer Satisfaction Score)
    Now you know more about the importance of using KPIs such as NPS (Net Promoter Score) when collecting the Voice of the Customer, we will explain two other much used customer centric KPIs. These are CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). Which KPI measures what and what will it deliver? In this blog you will find out.
    https://www.cys.group/en/blog/how-to-measure-the-voice-of-the-customer-ces-customer-effort-score-and-csat-customer-satisfaction-score/
    Tags: voc, customer-effort-score, customer-satisfaction, voice-of-customer, kpi, by eringilliam (2018-05-02)
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