Recorded Webinar: Measuring Customer Satisfaction


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In this webinar we look at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.

Topics Discussed

  • Measuring Customer Satisfaction
  • Comparing different metrics
    • CSAT scores
    • NetPromoter Score
    • Customer Effort Score
    • Net Emotional Value
  • Which methods work best
  • Calibration across channels
  • The right times to measure customer satisfaction
  • Pitfalls to avoid
  • Using Customer Satisfaction to drive change
  • Use of technology
  • Top tips and Questions from the audience

Panellists

Morris Pentel - Headshot
Customer Experience Foundation
Mark Lockyer - Headshot
Mark Lockyer
CallMiner
Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper
Author: Rachael Trickey

Published On: 9th Feb 2018 - Last modified: 21st Feb 2024
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