Customer Service Feedback Metrics
Learning objectives
- Explore three important metrics: net promoter score (NPS), customer satisfaction score (CSAT), and customer effect score (CES). Learn what they are, what they're used for, and how the scores are calculated. Discover how to gather this vital information from customers through surveys.
Course overview
When you're trying to improve your customer service, which you should always be doing, there are several metrics you'll want to use. But first you need to be familiar with what they are, what they're used for, and how the scores are calculated. In this video we're going to look at three important metrics: net promoter score (NPS), customer satisfaction score (CSAT), and customer effect score (CES). We'll also discuss how to gather this vital information from your customers through surveys.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
