Learn how to effectively leverage Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) metrics to drive customer experience improvements.
Our Global Head of SurveySensum, Tanuj Diwan, talks about the purpose and best uses of each metric, as well as how to analyze results and connect insights to actions. After listening to this session, you’ll come away with a clear understanding of when to use NPS vs. CES vs. CSAT based on your CX goals.
Key discussion points:
– What are the core CX metrics?
– Why do they matter?
– How do you map them to your customer journey?
– How to use them for growth and retention and more…
A CX enthusiast and a Product leader who loves to dig into customer problems and mix innovation, design, data, and technology to build solutions that customers love. He believes that great products are not built by accident—it involves passion and commitment to constantly sketch new ideas and execute them to drive the product forward. At SurveySensum, along with a vision to make feedback more actionable for the Product and CX teams, he also focuses on learning new things, working cross-collaboratively with teams and instilling them with a ‘customer first’ mindset.
Chapter 26: Choosing the Right Gauge: NPS, CES & CSAT- Deciding When and Where to Use Each
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