Customer effort score (CES) measures the ease of a customer's experience with your brand. Learn best practices for using the survey and how to calculate CES.| blog.hubspot.com
To help clients who were struggling to understand their Net Promoter Scores, a customer agency conducted a new study that compared the NPS ratings of 2,000 consumers with answers to questions about whether they had, in fact, actively promoted brands or urged others to avoid them. The data showed that people’s behavior often didn’t line up with their NPS categorizations–suggesting that asking about actual advocacy, rather than inclination to recommend, may produce more useful data.| Harvard Business Review