Infographic: What metrics should you use to measure service success?
There are several different metrics that can be used to measure customer success.
Net Promoter Score (NPS), customer satisfaction (CSAT), customer effort score (CES), customer churn and expansion revenue are just some of the main measurement systems that business leaders have adopted to get steer on their performance.
But should organisations use all of these or just some of them? And what are the differences between the systems and what they can tell you?
The following infographic from Tagove examines each metric in detail.
[Click to enlarge]
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.
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