Beyond Net Promoter Score to Customer Engagement Score.
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Transcript of Beyond Net Promoter Score to Customer Engagement Score.
Beyond Net Promoter Score toCustomer Engagement Score
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Use cases analyzedFlow for Support, Help, Doc
You can understand customer engagement
By what a customer says By what a customer does
Measure these as two separate but complementary scores
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Measure what people say
In Surveys In Social Media
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Measure what people do
Across Visits, Actions, Business Metrics using Apptegic’s Customer Engagement Score
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Measure what people do over time
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Net Promoter Score Customer Engagement Score
Measures
Accuracy
Sampling
Coverage
What a person says What a person does
Qualitative Quantitative
Occasional Continual
Small % rate 100% coverage
NPS and CES compared
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Combine evaluation of NPS and CES to gain insight