Recorded Webinar: Measuring Customer Satisfaction

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


  • Introductions – Rachael Boynton, Call Centre Helper
  • Morris Pentel – Customer Experience Foundation
Webinar Slides: Measuring Customer Satisfaction by Morris Pentel

Click here to view the slides

  • Mark Lockyer, CallMiner
Webinar Slides: Measuring Customer Satisfaction by Mark Lockyer

Click here to view the slides

Topics to be discussed

  • Measuring Customer Satisfaction
  • Comparing different metrics
    • CSAT scores
    • NetPromoter Score
    • Customer Effort Score
    • Net Emotional Value
  • Which method works 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
  • Winning tip –  “#tip it’s also important to consider the channel for checking satisfaction, related to the visual / emotional scale. Just because a customer contacts via twitter for example, they might actually be wanting someone to talk to” thanks to Ellen2.

Original Webinar date: Thursday 15th February 2018

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