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12min chapter
Why NPS and CSAT Hurt More Than They Help
AI Knowhow
Rethinking NPS and CSAT Scores
This chapter explores the limitations of using NPS and CSAT scores as operational tools, advocating for a shift towards understanding them as compasses for customer sentiment. It contrasts the effectiveness of these metrics in professional services versus e-commerce contexts, highlighting the need for more modern tools for decision-making. The chapter also discusses how AI can transform customer satisfaction measurement by leveraging real-time communication data.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode