Make Your CX Metrics Actually Useful

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

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

Explore how new regulations like DHS2 and Awaab’s Law are reshaping UK social housing. Discover why data, collaboration, and culture will define the sector’s future.

Tenant satisfaction measures are gameable through methodology and sampling. The dramatic year-on-year leap is the tell. Here's what housing leaders should measure instead.

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

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

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

Can you calculate NPS on a 1-to-5 scale? Yes. Here is the formula, a practical score mapping, a worked example, and advice on when to switch.

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.

Learn when customer service benchmarking is useful, why customer satisfaction benchmarks often mislead, and what to measure instead.

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

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

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

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

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

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.

Setting targets for NPS can damage customer experience, encourage metric gaming, and hide operational problems. Here’s what to measure instead.

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.