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In this episode, Zanna explains the sense and non-sense of the NPS (Net Promotor Score) and the CES (Customer Effort Score).
💡 Does your organization measure NPS but are the scores volatile?
💡 Do you want to improve the NPS or CES but you have no idea where to start?
💡 Or do the improvements you implement have no effect on the overall score?
Join Zanna & Miranda in this podcast on a trip down memory lane. Learn all about what NPS (Net Promotor Score) and CES (Customer Effort Score) were originally intended for, what are the pitfalls and how best to use these metrics to measure and improve your customer journeys and experience.
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.