InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 227

Effort Score 2008 Metrics NPS 227

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score 2008 Metrics NPS 200

InMoment XI

JUNE 25, 2013

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

Effort Score 200

Effort Score 2008 Metrics NPS 200

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Peter.Lorre. ,

Net Promoter Score 106

Net Promoter Score Customer Engagement NPS Engagement 106

Clicktools

JANUARY 27, 2017

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. As mentioned above, there are many methods to choose from, but for our purposes here, let’s just look at the most widely used three: NPS, CSAT, and CES. Net Promoter Score® (NPS®).

NPS 49

NPS Net Promoter Score Effort Score 2008 49

ShepHyken

MAY 26, 2017

seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Customer Effort Score (CES). Here are some common questions in a Customer Effort Score survey: How much effort did it take to find out our company’s contact information?

Metrics 92

Metrics Net Promoter Score Blog Effort Score 92

Wootric

AUGUST 4, 2020

So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Like measuring NPS though, it really isn’t actionable until you start segmenting the metric. Learn how to use NPS surveys to not only find your promoters, but encourage them to promote you more.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52