beyond net promoter score to customer engagement score
DESCRIPTION
If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them. You can assess customer engagement in two ways: - By what a person says - By what a person does Customer Engagement Scoring is focused on what each customer does. This presentation compares it to Net Promoter Score and shows how they complement one another.TRANSCRIPT
Beyond Net Promoter Score toCustomer Engagement Score
CONFIDENTIAL
Use cases analyzedFlow for Support, Help, Doc
You can understand customer engagement
By what a customer says By what a customer does
Measure these as two separate but complementary scores
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Measure what people say
In Surveys In Social Media
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Measure what people do
Across Visits, Actions, Business Metrics using Apptegic’s Customer Engagement Score
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Measure what people do over time
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Net Promoter Score Customer Engagement Score
Measures
Accuracy
Sampling
Coverage
What a person says What a person does
Qualitative Quantitative
Occasional Continual
Small % rate 100% coverage
NPS and CES compared
CONFIDENTIAL
Combine evaluation of NPS and CES to gain insight
