Make Your CX Metrics Actually Useful

Can you calculate NPS on a 5-point scale? Yes! Should you? Maybe! Discover the pros and cons and make a sensible and informed decision.

Net Promoter may be the ultimate question, but that doesn’t mean it’s appropriate in every situation.

Discover the key differences in CSAT vs NPS, when to use each, and how to measure customer satisfaction effectively.

Of all the bad ideas in customer experience; benchmarking satisfaction is the worst. Learn why, and what you can do instead in this short, actionable guide!

Making things easy for customers is really important. Obtaining a customer effort score is very useful with many benefits for you and the customer. This post explains why it's so important and what it can tell you.

Heard that Net Promoter is dead? Us too. Find out why it is. And also why it isn’t.

Here’s a handy NPS calculator, an explanation of the NPS formula, and a step-by-step guide to how and why the calculation works.

A practical guide to measuring customer satisfaction that improves CX, not just scores. Avoid common traps and get real results.

Discover what and ideal NPS (Net Promoter Score) is, and what you need to do to get yours. Learn more with CustomerSure.

Looking for NPS Benchmarks? Don’t bother. Learn why not, and what you should be doing instead.

Learn how to design NPS surveys that boost response rates and deliver actionable insights — with examples, templates, and proven best practices.

Real time feedback is great. But done wrong, it can be a nightmare for both you and your customers. Learn when to do it, and how to do it well…

Darren Wake, Head of Customer Success at CustomerSure, is joined by Global CX Specialist Ian Golding to discuss whether NPS should be the lead customer experience metric. Ian reacts live to this common belief and shares his perspective on where NPS fits in a modern CX measurement strategy.