TYPES OF CX SURVEYS
NPS: NPS stands for Net Promoter Score. It reflects the percentage of a company’s existing clients likely to recommend a company, a product, or a service to their family or friends. NPS works on a scale of 0 to 10.
CES: CES stands for Customer Effort Score. It reflects customer satisfaction, which is focused on the user-friendliness of your organization. CES asks customers to rate the user-friendliness of your product or service. CES works on a scale of ‘very difficult’ to ‘very easy.
CSAT: Customer Satisfaction Score, otherwise abbreviated as CSAT, is designed to measure how effectively your company meets and exceeds customer expectations.
How results help companies
CX results help companies transform feedback into growth and retention. Utilizing customers’ feedback will ultimately result in a better customer experience, repeated transactions, and positive reviews.
Companies can expect:
- Improved and increased customer loyalty
- Improved and increased customer satisfaction
- Higher word-of-mouth referrals
- Increased positive reviews