Posts Tagged "Net Promoter Score"


Setting the Record Straight on CSAT, NPS, and CES

Share this article: Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500...
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9 Questions to Ask When Designing a Quality Program

Share this article: If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. These forms might feature a variety of scoring methods and include elements to evaluate...
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3 Metrics That Belong on Every Dashboard

Share this article: There are moments in one’s career that are defining. For me, it was when Capital One announced the closure of our site in late July 2015. The decision to close the site would impact almost a thousand...
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Driving Customer NPS with Employee NPS

Share this article: This article by Jeremy Watkin was originally written as a guest column on the website ICMI. You can view the original article here. Raise your hand if you’re a sucker for a good quote. If you could see me you’d...
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CSAT, NPS, or CES. Which Survey Is Right For You?

In the words of Mugatu (Will Ferrell) from the movie Zoolander, the customer experience is so hot right now.  In a world where customers have more places than ever to take their business, and thanks to social media, a louder…

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Photo credit: Jeremy Watkin

3 Ways To Find Valuable Customer Experience Insight

I’m 6’4” tall so I don’t typically spend much time riding in the back seat of cars–especially not in my own car.  We had family in town this past weekend so I answered the call and sat in my back…

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