Welcome to Working Solutions. We offer independent contractor, work-at-home opportunities for folks located in either the United States or Canada.
We do not accept applicants located outside of the United States and Canada.
Due to the number of metrics needed to effectively measure contact center performance, there is always a search for a simpler, more effective means of determining customer satisfaction. First we had the basic customer satisfaction score (CSAT), then came Net Promoter Score (NPS). Next, we have the Customer Effort Score (CES). Now the question is which metric, if any, represents the pinnacle of all metrics?
Before we answer that question, let’s evaluate the basis for each score.
Which is the “Right” Metric?
Trying to condense customer satisfaction to a single metric does not provide a full picture. There is an argument to be made for metrics that determine the customer experience before a product or service is purchased. In addition, there is no one “magic metric” that can predict the future success of an organization. Choosing NPS or CES as the only metric will not provide a well-rounded picture of the customer’s experience, nor will it give you important information on the impact of agent / customer interaction.
The reality is that contact centers require a series of well thought-out metrics that measure key objectives. Every metric should be measured on a continual basis to provide important information on trends. Performing regular analysis of all the metrics will ensure you have a healthy contact center and successful customer interactions now and in the future.