Net Promoter Score is a proven metric used in Customer Experience programs to measure and determine employees and customers’ loyalty to the brand and business.
Customer Effort Score (CES 2.0), is a new entrant in the Customer Experience domain and is used to measure Customers’ perceived effort of interaction with your brand and business.
Customer Satisfaction is the measurement of how happy and satisfied the customers are with your product, service and their experience with the interaction with your business.
NPS, developed by Bain & Co. in 2003, is a very popular metric to measure the loyalty of your customers, employees and audience using a very simple question ‘How likely is it that you would recommend this company to a friend or colleague?.’ NPS is rated between 0-10 where 0 is highly unlikely and 10 is very likely. It is scored between -100 to +100.
Customer Effort Score is a metric that measures customers’ perceived effort, based on a recent interaction of transaction, i.e. how easy customers thought it was to get a resolution. Customer Effort is a strong driver to Customer Loyalty.
Customer Satisfaction Score is one of the most popularly used metrics to measure how happy and satisfied a customer is.