Customer Experience

Within each category, there is a crossover of tools that can be fit for purpose. The decision on what tools to utilise will be determined by best fit for company model and often, familiarity with these individual tools by the main user. In the same

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Customer Effort Score (CES) is a metric that allows an organisation to measure how much effort the customer had to put in for their needs to be met, be this for their whole customer experience, or at a specific stage of the customer

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Customer Satisfaction, often referred to as CSAT for short, is a customer experience survey that looks at how satisfied a customer is. Companies will ask, “How satisfied were you with (company / product / experience / colleague etc)?”

CSAT

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