Customer satisfaction and NPS research

The heated debate about which metric gives the best CX results is ongoing – is it the net promoter score (NPS), is it customer satisfaction (CSAT), or is it customer effort? Let’s settle the score now. The truth is, there’s no sole winner. The analytics metrics measure different things. You need to use more than one to judge your performance. And your performance should be benchmarked too.

You also need one or more tailored metrics, measuring the KPIs that determine your brand’s own victories, not others’ successes. Not only that, it’s essential to explore the wider reasons behind the ratings. Why are customers satisfied – or dissatisfied? There are many methods to measure CX performance – and we have extensive experience in them all. We always create a bespoke basket of metrics for every client, reflecting your business’ priorities, customers, and path-to-purchase touchpoints.

At the end, you’ll have all the insights you need for a clear customer satisfaction strategy. That’s a core building block for better revenues and growth opportunities. Debate over.