Customer Satisfaction Scores

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  • 6 Key Performance Metrics for Customer Satisfaction

    … them to solve the problem without the need for escalation. Once you get these metrics in place, you can advance your sophistication by monitoring your customer loyalty using a combination of your customer satisfaction score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Customer satisfaction is one of the toughest, most…

    Douglas Karr/ Marketing Technology Blog- 36 readers -
  • It Pays to Provide Customer Service via Twitter (Report)

    … times more willingness to pay for monthly wireless plans than those that started with positive tweets. Aspect Research found that consumers perceive Twitter as “significantly less frustrating” than other customer-service channels , even preferring it slightly more than in-person interactions. Wayne Huang of Twitter’s research team added in a blog…

    David Cohen/ AllTwitterin Social Twitter- 20 readers -
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