1. Customer Satisfaction Score (CSAT) The Customer Satisfaction Score measures how satisfied customers are with a company's products or services. It is typically measured through surveys asking customers to rate their satisfaction on a scale.
2. Net Promoter Score (NPS) The Net Promoter Score gauges customer loyalty by asking customers how likely they are to recommend a business to others. Customers respond on a scale of 0 to 10, and the score is calculated by subtracting the percentage of detractors from the percentage of promoters.
3. Customer Effort Score (CES) The Customer Effort Score measures how easy it is for customers to interact with a business. It assesses the effort required by customers to resolve issues and complete transactions. Lower effort scores indicate better customer service.
4. First Contact Resolution (FCR) First Contact Resolution measures the percentage of customer issues resolved during the first interaction. High FCR rates indicate effective and efficient customer service, reducing the need for follow-up interactions.