Why NPS and CSAT Hurt More Than They Help
AI Knowhow
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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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