CSM Magazine

MARCH 13, 2025

Net Promoter Score (NPS) The Net Promoter Score, or NPS, measures customer loyalty by asking a simple yet powerful question: How likely are you to recommend our product or service to others? Responses are scored on a scale from 0 to 10, with answers grouped into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Metrics 52

Metrics Surveys Feedback Analytics 52

Fonolo

AUGUST 25, 2020

New Product or Service Test Groups. When companies want to test how a new product or service, or even a change of brand, will be received by their customers, they use ‘beta’ test groups. These groups are made up of a selection of customers designed to represent the customer base.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. They produced two reports, one for each group. Who wrote it: NICE-InContact.

Contact Center 99

Contact Center Call Center Self service Surveys 99

delighted

JANUARY 4, 2022

What are the most effective ways to gather customer feedback? From email and social media to interviews and focus groups, there are many ways to ask for feedback from your customers. But, there’s one method that is the fastest and most effective for collecting feedback: customer surveys. Customer Effort Score surveys.

Feedback 89

Feedback Surveys Customer effort Benchmark 89

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , Customer Effort Score (CES) , and First Contact Resolution (FCR). Set realistic improvement targets and review progress regularly.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. Typically, a 50-60% benchmark is good to aim for. Click here. Number of chats.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 126

Consulting Consulting Metrics Feedback 126

Callminer

JULY 23, 2019

Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. I mean, really listen and act on what they say. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience.

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

Lumoa

JANUARY 3, 2023

and “What is your age group?”. There are many different metrics to choose from, such as CSAT, NPS, and Customer Effort Score. If you do this, it’s impossible to follow the benchmarks. Suppose you want to force your customers to tell you if they are happy or unhappy. Examples include “What is your gender?”

Best practices 147

Best practices Surveys Metrics Construction 147

ChurnZero

OCTOBER 9, 2020

CSAT (Customer Satisfaction). CES (Customer Effort Score). The NPS basics: Measures the likelihood of a customer recommendation. Responses are categorized into three groups: Promoters, Passives, and Detractors (more below). When do I survey customers? CES (Customer Effort Score).

Surveys 75

Surveys Benchmark Feedback industry standards 75

Babelforce

AUGUST 27, 2020

In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). You already understand the importance of knowing how customers feel about your brand. . Customer Effort Score (CES).

Metrics 52

Metrics Benchmark Contact Center Customer effort 52

delighted

MARCH 15, 2019

If you’re capturing feedback from the right people, at the right time, through the right channel, you’ll be able to make meaningful improvements to your customer experience that will differentiate you from your competitors and lead to revenue growth.

Surveys 75

Surveys Benchmark B2B Feedback 75

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). Customer Effort Score (CES) surveys: A transactional measurement. So, which is best for you?

Metrics 77

Metrics Surveys Feedback Benchmark 77

Quiq

JULY 13, 2021

To obtain comprehensive and useful customer feedback, company decision-makers need to implement intuitive ways for consumers to communicate with them and ensure the information provides actionable insight for improving customer service. Here are seven ways to collect customer feedback: Send customer satisfaction surveys online.

Customer Service 96

Customer Service Feedback Customer effort Surveys 96

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Customer Satisfaction (CSAT). Passives are customers that select a 7 or 8.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. Maximizing revenue and profit margins in the long-term starts here.

Metrics 111

Metrics Analytics Feedback Benchmark 111

Lumoa

JULY 10, 2018

On the contrary: typically, niche players who are able to target their offering to a very specific audience, have the happiest customers. The biggest players serve a very heterogeneous group of customers and the customer experience tends to be average, because they must serve a diverse group of people with diverse needs.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Stafford Communications

MAY 12, 2020

With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations. It also doesn’t have a following outside of the customer care department. Medical Device.

Benchmark 52

Benchmark Healthcare Contact Center Consulting 52

Lumoa

NOVEMBER 29, 2021

On the contrary: typically, niche players who can target their offering to a very specific audience, have the happiest customers. The biggest players serve a very heterogeneous group of customers and the customer experience tends to be average because they must serve a diverse group of people with diverse needs.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Balto

JANUARY 21, 2025

Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. First Call Resolution (FCR) FCR is a cornerstone of call center performance metrics, measuring how many customer issues are resolved on the first attempt.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Customer-focused metrics, such as CSAT, net promoter score, and customer effort scores, measure satisfaction and loyalty by assessing how well your contact center meets customer expectations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Netomi

SEPTEMBER 20, 2021

Routing that directs leads and conversations to the correct person, group or team. an API for building apps, customizing the chat widget or integrating with your platform. The platform bundles customer satisfaction surveys (i.e., This significantly lightened their customer service load and resulted in a 300% increase in ROI.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Help Scout

JULY 20, 2021

A willingness to make it easy (and efficient) is key to becoming a customer service-oriented team. Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation. Cross-functional teams help to deepen this buy-in.

Sales 145

Sales Feedback Metrics Surveys 145

Pointillist

JUNE 15, 2018

But for most businesses, retention activity is passive in the sense that the customer does not inform you that she is leaving. As a result, you have to deduce customer retention based on activity within a certain period of time. Richard Boire, of Boire Filler Group , lays out this difference in a compelling fashion.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. They produced two reports, one for each group. Who wrote it: NICE-InContact.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy. Volume of Support Tickets.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Pointillist

JULY 25, 2018

With their influence, the adoption of customer journey analytics becomes easier in an organization. Users – This group of people should have some knowledge of analytics and be well-versed in organizational business processes. Pick a mix of financial, customer and operational metrics. Customer Effort Score(CES).

Analytics 93

Analytics Government Metrics APIs 93

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. This year’s report, which is the tenth in the series, features two new sections: The Purchase Experience and Customer Effort.

Benchmark 40

Benchmark Customer effort Personalization Customer Experience 40

OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Comm100

MAY 28, 2020

Typically, a 50% to 60% benchmark is good to aim for. Similarly, a utilization rate that is too high may result in rushed chats, mistakes in documentation during wrap-up, negative customer feedback, and agents who are stressed out. We have seen some companies work with an ideal AHT of as low as 4 minutes, and others who aim for 20!

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Helpware

AUGUST 7, 2018

You also want to pay attention not just to the overall average, but the groupings. An average score may lead you to believe everything is fine, when it reality, you have a large group of satisfied and a large group of dissatisfied customers. Set Benchmarks. Every time you fall short, you risk losing a customer.

Metrics 100

Metrics Customer Support Customer Experience Benchmark 100

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. Constantly evaluating, changing, and correcting is a group effort. So put everyone on your side.

Call Center 82

Call Center call center software Abandon rate virtual call center 82

delighted

FEBRUARY 22, 2019

Each survey type provides a different customer insight and should be used at a specific point in the customer experience lifecycle, so choose wisely! Customer Satisfaction (CSAT) Surveys. Customer Effort Score (CES) Surveys. Custom Surveys. NPS provides a convenient benchmark for your product’s success.

Surveys 57

Surveys Customer effort Feedback Benchmark 57

Comm100

APRIL 12, 2018

It is important to measure customer experience, not only to avoid wasting resources but also to ensure you’re truly improving the experience. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction.

Customer Experience 68

Customer Experience Surveys Feedback Metrics 68

Comm100

FEBRUARY 13, 2018

But to build a truly effective multichannel strategy, efforts should be spent on evaluating customer journeys and determining what steps can be taken to create a better experience across all of these channels. Blindly adding channels can increase, rather than decrease, customer effort, hurting your chance of securing customer loyalty.

Multichannel 44

Multichannel Benchmark Journey mapping Call Center 44