NPS vs. CES vs. CSAT Metrics: Which One(s) Is the Best For You?
Summary
In this guide, we’ll explain the difference between these three most common CX metrics so you can make an informed decision on what’s right for your biz. According to Gartner, the proper way to measure CES is to calculate the percentage of respondents who at least “somewhat agree” (which usually means a 5 or above on a 7-point scale) that the company made it easy to get the help they needed. You can remedy this by comparing the CES score with other data you have, such as the issue type, the customer’s demographics, and how quickly it took your support team to respond. Perhaps that means you don’t need to overhaul your support experience, but you’ve found a great opportunity to improve your user onboarding process. If you have a specific goal of raising loyalty, for example, focus on gathering CES data and improving those scores in the 1 – 4 or 5 range.
