Eps #5 Sense and non-sense of NPS and CES

There are 3 key metrics in the field of Customer Experience:

• The Net Promotor Score (NPS)
• The Customer Effort Score (CES)
• Customer Satisfaction (SAT

In this episode, Zanna explains the sense and non-sense of the NPS and the CES.
She starts with the history of both metrics and how they originally were intended to be used.

Based on the books about the metrics, her scientific perspective of loyalty and the data analyses she has done with several organisations, she takes you on a journey so you can better understand and explain the pros and cons of each metric and how to use them.

Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.

Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in these podcasts she has the role of the interviewer. This podcast was recorded on Sept 30th, 2022.