Best Customer Loyalty Metric: CSAT, NPS, or CES?

13 August 2017, 15:17 UTC

Pin-pointing moments throughout the customer journey and measuring them in order improve Customer Loyalty, has turned into a science, a Branding Art and a daily reality. The oldest measurement is CSAT (Customer Satisfaction Test) originating from the mid 1970s/ 1980 s, followed by the NPS (Net Promoter Score in 2003 ...

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