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.
00:00
Transcript
Play full episode
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
