Which customer satisfaction metric is best? CSAT, NPS, or CES?

    When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES).

    So, which is best for you?

    While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.

    What is a good NPS score?

    So, what is a good Net Promoter Score? The short answer is: it depends. There are 2 methodologies that explore what a good NPS score is. The first examines the strength of your NPS score regardless of industry. The second method determines what a good NPS score is with respect to your industry.

    We’ll explore both methods below, but first, let’s take a quick look at how an NPS score is calculated.

    Growth marketing powered by customer experience

    Who doesn’t want to grow their business? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites.

    Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. Many organizations understand that customer experience (CX) is important for retention and brand affinity. But, when it comes to investing in tools and services to do this, many businesses fail to see the long-term ROI that CX technology and strategy can deliver — even though the evidence is apparent:

    Customer experience vs customer service: Why it matters to your business

    Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Today, this couldn’t be more inaccurate.

    In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue. “Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase.

    Customer survey templates get you the growth you want

    Who doesn’t want to grow? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to a previously unreachable audience. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites.

    Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. In fact, it costs 6 times more to attract a new customer than it does to keep an old one.

    Voice of the Customer question examples and methodologies

    All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer, or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

    How to choose the best customer experience management software for your business

    It’s well-known that a customer’s experience with a brand is a major part of what makes or breaks a relationship. In an American Express survey, one in three respondents said that they would not return to a business again after a single bad experience.

    Because of this, more and more brands are leveraging data to find out what their customers are experiencing, and how to improve.

    How to kickstart a customer experience program

    Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. The challenge is in doing so consistently and seamlessly across your organization.

    An effective customer experience program can help with just that.

    With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking.

    What is digital CX? The digital customer experience journey

    The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges.

    71% of consumers want a consistent experience across all channels, but only 29% say they actually get it.

    Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough.

    Customer testimonials: The complete testimonial marketing guide

    Testimonials have been used in marketing campaigns for decades. Rather than only using celebrities to create these testimonials, companies have learned that real faces and real people can also create a strong sense of trust with newcomers to their brand. Customer testimonials are so powerful that they can motivate even the most hesitant shoppers to buy.

    customer testimonials embedded on a website

    The customer feedback-powered reputation marketing blueprint

    Reputation marketing is becoming more and more prominent with the rise of review sites and consumer choice. Nearly every shopper (97%!) today considers online customer reviews in their buying decisions.

    Clearly, increasing the number of positive reviews and decreasing negative reviews should be a priority for your business. But, how exactly do you achieve these objectives?

    How to choose the right NPS software to improve your customer experience

    Net Promoter Score (NPS) is a key indicator of customer satisfaction, as well as a strong predictor of future growth. To improve your customer experience (CX), having the right tools to get you the information you need about the people who shop with you is essential.

    As Cassie Layton, Head of Marketing at Happy Returns, says:

    “The NPS program is the most immediate and comprehensive ‘eyes and ears’ we have for understanding customer satisfaction.”