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CSAT vs. NPS: Understanding Customer Success Metrics

Solvvy

JULY 8, 2022

Business leaders responding to a SuperOffice survey revealed that their top business priority through 2025 is enhancing customer experience. One metric you can monitor in addition to CSAT and NPS is the Customer Effort Score (CES). This metric surveys customers to find out how difficult tasks or engagements are for them.

NPS 106
NPS Metrics Customer Success Net Promoter Score 106
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Steering the Shift to Conversational IVR

TechSee

NOVEMBER 19, 2019

According to Gartner, by 2025, 30% of major enterprises will be utilizing conversational platforms for both customer service interactions and to improve employee effectiveness. The goal of the move is to help the customer find the answers they are seeking in a fast and convenient way, without expending significant effort.

Insurance 19
Insurance Customer Journey 2025 Virtual Agent 19
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