In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way.
How Do CSat, NPS and CES Work Together?
While both CSAT and NPS are measurements of customer sentiment, they have very different functions. NPS has a standardized process and measurement trademarked, while CSat is a more general concept. The second divergence is in what the two metrics measure. NPS is typically said to be a measurement of customer loyalty to a brand. By contrast, CSat scores are strictly a measurement of customer happiness. Continue reading