When a Metric Becomes a Target
There's a paradox that does more damage to customer experience than bad data or tight budgets. It's called Goodhart's Law. British economist Charles Goodhart formulated it in 1975 [...]
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
The CX metric your team already owns but never actually uses
In every meeting where the customer experience budget gets decided, the same uneven contest plays out. The CX manager walks in with an NPS (Net Promoter Score, a [...]
How to link CX metrics with the company’s financial performance
In most companies today, it is not a problem to obtain NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or CES (Customer Effort Score). The problem arises one [...]
Why CX Metrics Need More Than One Number
In customer experience management (Customer Experience, CX), we have a weakness for simplicity. One number, one trend, one decision. NPS (Net Promoter Score) 42. CSAT (Customer Satisfaction Score) [...]
Satisfaction misleads, loyalty decides.
Most customer surveys create a reassuring impression. The Customer Satisfaction Score (CSAT) exceeds 80%, the Net Promoter Score (NPS) is positive, and formal complaints are minimal. Yet customers [...]
Customer sensitivity matters more than the score itself
In economics, elasticity is one of the fundamental concepts: it describes how sensitively demand reacts to a change in price. In the field of customer experience (CX), we [...]
