Summary of "Why CES will give you more insights than CSAT and NPS"

Introduction

• The article explains why Customer Effort Score (CES) can provide deeper insights compared to Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
• It highlights the importance of quickly identifying customer frustrations to improve overall experience.

What are NPS, CSAT, and CES?

• NPS: Measures customer loyalty by asking about the likelihood of recommending a product/service.
• CSAT: Measures customer satisfaction with a product/service based on a rating scale.
• CES: Focuses on identifying and reducing customer effort in completing tasks or resolving issues.

Why do companies use more NPS than CSAT and CES?

• Companies favor NPS because it quickly reveals areas where customers are dissatisfied or facing challenges.

How do NPS, CSAT, and CES differ?

• NPS measures loyalty, CSAT measures satisfaction, and CES focuses on reducing customer effort.
• CSAT and CES can overlap in implementation but measure different aspects of the customer experience.

Implementing CES

• Setting up CES involves asking customers how easy it was to complete a task.
• Measure the results of CES implementation to understand the customer experience.
• Learn from customer feedback and continuously adapt your product to improve customer satisfaction.

Examples of NPS, CSAT, and CES in Practice

• Utilizing CES helps identify areas where customers struggle, complementing NPS and CSAT.
• Combining NPS, CSAT, and CES provides a comprehensive view of the customer experience.

Conclusion

• Starting with CES can help companies quickly identify and address customer pain points, leading to improved satisfaction and loyalty.