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How to measure customer satisfaction KPI: NPS, CSAT, and CES

Curious as to what customer satisfaction KPIs (key performance indicators) are, what a KPI measures, and why businesses today are focusing on them in measuring customer experience? We’re here to clarify.  A customer satisfaction KPI is a metric used by companies to score and track how happy their customers are with their service, product, and/or experience. The end goal is to determine factors affecting customer satisfaction and to pinpoint areas for improvement. Let’s look at how to measure customer satisfaction KPI individually. KPIs: Customer satisfaction…

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How to measure customer satisfaction: Methods and tips

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How to improve your customer satisfaction automotive scores

Customer satisfaction automotive scores don’t lie. Volvo tied for 1st place in the 2018 American Customer Satisfaction Index, with a customer satisfaction score of 85 (up from the previous year’s score of 82).  You know what else happened that year? ...

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Modern healthcare providers don’t guess about how satisfied their patients are, they know. They rely on data collected from a patient satisfaction questionnaire to give them actionable insights.  But wait,  What is patient satisfaction? Going beyond effective treatment, patient satisfaction...

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Why customer satisfaction is important: A guide for business...

Why customer satisfaction is important? In short, your business’ success depends on it. This guide provides convincing stats, the most popular customer satisfaction methods, and a 5-step framework for implementing a client satisfaction strategy at your company. So, we hope...

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The Voice of the Customer survey for competitive customer in...

A Voice of the Customer survey is critical to understanding what your customers think about your service, product or overall brand experience. In fact, customers’ feedback can provide many insights on different aspects of your company that, when examined, can...

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The 2020 Christmas Checklist for Hotels

Christmas and Covid. Wow. Such an unusual time for the global hospitality industry. But we’re here to spread the Christmas cheer and remind you of that common adage, “Unusual times call for unusual measures“. While travellers research where to spend...

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Ecommerce and the Voice of the Consumer—Feedback matters

Customers expect an excellent experience both in-store and online. Even if your enterprise doesn’t have a physical store, the consumer experience is still a defining factor. The voice of the consumer is what your shoppers say about their experience with...

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