CSAT Score vs. NPS (and How to Raise Both)

There are lots of metrics floating around the customer service industry—it’s hard to keep them straight! But the two we hear most often are CSAT scores and NPS®. You know they’re both important, but what’s the difference? They’re both short, often one-question surveys that use numerical scales. The big difference? CSAT scores (customer satisfaction) measure one specific [...]

3 Key Customer Success Metrics to Go After in 2022

With jingle bells ringing and cash registers chiming, it’s clear we’re still smack dab in the middle of the holiday rush. But off in the distance, you can hear an orchestra play the first few familiar notes of Auld Lang Syne. 2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else [...]