Omnichannel Metrics: Which KPIs Should You Track to Manage Your Customer Service?
Most contact centres manage channel by channel and lose the full picture. This guide covers the omnichannel KPIs that reveal what customers really experience. Share on Table of contents Omnichannel customer service performance metrics aren’t limited to the performance of each channel taken in isolation. They measure what happens when a customer moves from one […]
Customer Satisfaction Metrics: The Complete Guide for CX Teams
NPS, CSAT, CES and beyond: every customer satisfaction metric, when to use each, and how to build a measurement system that drives results. Share on Table of contents Customer satisfaction metrics are the measures that let you understand how your customers perceive their experience with your brand, products, or services. More than a dozen are […]
NPS Against the Evolution of Customer Journeys: What Does It Still Really Measure?
NPS use is declining as CX quality hits record lows, per Forrester. Why NPS poorly measures loyalty in 2026, and what metrics should complement it. Share on Table of contents In 2003, Fred Reichheld had a simple, brilliant idea: measure loyalty with a single question. Twenty years later, NPS is everywhere, cited in every executive […]
CSAT in the Contact Centre: The Levers That Genuinely Move the Score
FCR, training, verbatims, employee experience: the operational levers to durably improve your contact centre’s CSAT. Method and data. Share on Table of contents Improving a contact centre’s CSAT starts with understanding what drives it down. In most cases, it isn’t advisor goodwill or a poor welcome. It’s structural problems: customers who have to call back […]
CES: the metric that tracks what your customers won’t say out loud
Le Customer Effort Score mesure à quel point il a été facile pour un client d’accomplir une tâche ou de résoudre un problème. Introduit en 2010 par une étude publiée dans la Harvard Business Review, il repose sur une idée contre-intuitive : ce qui fidélise les clients, ce n’est pas de les enchanter, c’est d’éviter […]
NPS: the metric that measures what your customers won’t tell you
The Net Promoter Score is one of the most widely used metrics in the world to measure customer loyalty. Created in 2003, adopted by thousands of companies, it relies on a single question. But reading it well, and using it well, is another story entirely. Share on Table of contents The Net Promoter Score (NPS) […]
Contact Centre KPIs: The 15 Essential Metrics for Performance and Customer Experience
Stop drowning your teams in numbers. The 15 indicators that actually make a difference, and what to do with them. Share on Table of contents The 15 essential contact centre KPIs fall into four pillars: accessibility (service level, abandonment rate), efficiency (FCR, AHT, repeat contact rate), quality and customer experience (CSAT, NPS, quality compliance), and […]
The Complete Guide to Understanding, Calculating and Using the Net Promoter Score
The NPS is the world’s most widely used customer loyalty metric. One question, one formula, one score you can read at a glance. But used well, it reveals far more than a number. This guide covers everything: definition, calculation, interpretation, sector benchmarks and methods for moving the score over time. Share on Table of contents […]
