Measuring customer satisfaction is all about making connections in order to learn — connections between what your customers say and what they do, and connections between what you say and do and how your customers feel as a result.
But, what you want to measure should be dictated by why you want to measure it. So, why do you want to measure satisfaction?
In this video, Client Success Manager Everett Ackerman breaks down the metrics your client success teams should be tracking such as customer satisfaction, customer effort score and net promoter score, as well as how you can use qualitative feedback to better inform your quantitative data.
