The Net Promoter Score explained

Happy customers are incredibly valuable to a company. But how do you know if your customers are that happy that they recommend your company to family and friends? If so, you are dealing…


NPS and NLS. A golden pair?

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend your company to others. This…


What is CSAT and what are the advantages of this KPI?

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a product, service or a specific moment…


What is Customer Effort Score and how can you measure it?

Different Key Performance Indicators (KPI's) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter Score (NPS) or the Customer Satisfaction…