CSAT vs NPS vs CES: When to use which survey?

 I recently bought a microwave from an eCommerce website. 

Within 1 hour of the delivery, they sent me an NPS survey asking ‘How likely are you to recommend the product to your friends or acquaintances?’

I haven’t even unboxed it yet! Why will I recommend it to anyone?

This is one of the most common gaps of many CX programs.

Wrong Survey – Wrong Timings!

Instead of sharing an NPS survey, at this touchpoint share a CSAT survey asking ‘How was your delivery experience?’

Asking the right questions at the right touchpoint is incredibly important to deliver an exceptional customer experience.

But there are many kinds of surveys out there. NPS, CES, and CSAT are the most common ones. All three help you garner customer feedback on their experience with your brands or the product. 

So knowing which survey to use at what time and asking the right questions has always been a challenge for the CX practitioners. While one may be suitable for one use case, it might not be for the other.

So, CSAT vs NPS vs CES? Which one do you think is the best? And which one to send when? Let’s find out.

But, before into all that, let’s understand each one in detail.

Click to read more: https://www.surveysensum.com/blog/csat-vs-nps-vs-ces/

Comments

Post a Comment

Popular posts from this blog

How customer success teams can improve customer retention with VOC?

Image
Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base.  – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY.  And that’s where VOC comes into the picture. So, what is VOC? Click to read more:  https://www.surveysensum.com/blog/improve-customer-retention-voc/
Read more

How to analyze WhatsApp Survey feedback?

Image
  Did you know “Indosat did 20 times more surveys in the last 6 months than in the past 1 year?”  Wondering how? Well, earlier they were struggling with getting responses from their customers via calls. And low response rate means, less customer interaction, and reduced sales. So, what did they do? –  They shifted to WhatsApp surveys. Why? Because customers now prefer other platforms in the market, especially, WhatsApp. “That’s why 80% of messages sent on WhatsApp are seen within 5 minutes. – INC42” Click to read more:  https://www.surveysensum.com/blog/how-to-analyze-whatsapp-survey-feedback/
Read more

How did Indomobil Nissan boost its survey response rate with WhatsApp surveys?

Image
Are you happy with the response rate on your current surveys?  If not then you are still a part of the large crowd struggling with the low survey response rates.  Indomobil Nissan was toiling with the same. But now, Indomobil Nissan boosted its response rate by 35% with WhatsApp surveys. Yes, I’m not kidding! Earlier, they were getting only a 5% response rate on the phone surveys – not enough feedback to make any conclusions. So they shifted from traditional phone surveys and started using WhatsApp surveys. Why WhatsApp? – Because that’s where your customers are. And not just that, 80% of messages sent on WhatsApp are seen within 5 minutes. This platform lets you know that you are just a message away from taking feedback, listening to the customers, or getting support from the brand. And Nissan successfully leveraged it! Let’s first talk about WHY Nissan started looking for an alternative survey method in the first place. Click to read more:  https://www.surveysensum.com/...
Read more