NPS is a widely used metric that measures the likelihood of customers recommending a business to others. By tracking NPS, businesses can identify areas for improvement and track the effectiveness of their customer experience initiatives.
CSAT measures how satisfied customers are with a business's products or services. By tracking CSAT, businesses can identify areas for improvement and make targeted improvements to enhance the customer experience.
CRR measures the percentage of customers who return to a business after making an initial purchase. By tracking CRR, businesses can identify areas where they need to improve to retain more customers.
CES measures the amount of effort customers have to put in to interact with a business. By tracking CES, businesses can identify areas where they can reduce customer effort and improve the customer experience.
FCR measures the percentage of customer issues that are resolved on the first contact with customer service. By tracking FCR, businesses can identify areas where their customer service team needs additional training and support to improve their efficiency.