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.

Awaab’s Law introduces strict hazard repair timeframes in social housing. See how VoC can flag worrying feedback, tag it and escalate it fast.

Are TSM Scores driving real change? Discover why Tenant Satisfaction Measures may be distorting experience strategy in social housing

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

Even with a Voice of the Customer platform, programmes stall when feedback misses the right people. Fix routing, ownership and close the loop.

See why customer experience (CX) should shape housing policy early to reduce complaints, improve clarity and support better resident outcomes.

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.

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!

Discover why measuring customer effort score matters, what it reveals about ease of experience, and how it benefits both customers and your business.

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

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

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 and Ian Golding debate if NPS should lead CX measurement, exploring its role in modern strategies and common misconceptions.