SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. Here, the customer expresses his frustration with the agent.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Hodusoft

DECEMBER 16, 2022

Customer expectations have evolved, today they use multiple communication channels to reach out to a business. A simple call no longer makes the cut, they expect a business to be responsive on social media, chat, and emails too. helps businesses understand customer experience and work on areas of improvement.

Technology 52

Technology Technology Omnichannel Social Media 52

Zendesk

OCTOBER 11, 2021

These metrics can usually show how CX teams are doing in aggregate and directionally, but fall short in giving actionable insights that CX leaders can use to improve processes and performance. This is the basis of our first recommendation: don’t rely solely on traditional metrics like CSAT.

Scorecard 98

Scorecard Net Promoter Score CX NPS 98