Customer Experience

The most successful businesses are data-driven. Companies that make decisions based on pre-established metrics they regularly track tend to grow faster. One of the most illustrative and commonly used metrics is the Net Promoter Score (NPS), a measure of customer…

In modern business, the back office is a crucial component that ensures the effective functioning of a company. But what is the back office essentially? How does the back office differ from the front office, and what advantages does outsourcing back-office provide? This…

What is Customer Effort Score (CES) from a marketing perspective? The Customer Effort Score (CES) is a survey used to determine how easily customers interacted with your company to meet their needs. This interaction could involve customer support, purchasing, sales, and…

What is CSAT? In a call center, this is one of the Key Performance Indicators (KPIs) related to customers. Alongside Net Promoter Score (NPS) and Customer Effort Score (CES), this metric directly influences customer loyalty and the willingness to make a purchase. Let’s…

Why did we decide to consider business process outsourcing (BPO) from the perspective of cost optimization? There are several main reasons for this. Firstly, it is a global economic trend towards increased efficiency, vividly represented by the automation of business…

Computer Assisted Telephone Interviewing (CATI) is a unique tool that allows businesses to promptly respond to any market changes. The presence of a personal mobile device in almost every person enables the efficient conduct of social surveys, obtaining feedback from…

Before we delve into CSI surveys, let’s remember a simple truth: it’s easier for businesses to grow with loyal customers than to acquire new ones. The path to customer loyalty goes through their satisfaction. Customers have specific expectations regarding a…

In the digital age, where every online interaction leaves a trail of valuable data, businesses must navigate this sea of information strategically. Marketing research, especially when focused on gauging customer loyalty, emerges as a strategic cornerstone in customer…

Imagine you’re calling an internet service provider to get connected to the internet. Initially, you waited a long time for a response. Then, you were transferred to another agent who couldn’t confirm if your address was serviceable. Finally, you were promised a…

In the ever-evolving landscape of business, understanding and nurturing customer loyalty is paramount. Enter NPS (Net Promoter Score), a powerful metric that has revolutionized the way companies gauge customer satisfaction and loyalty. Let’s dive into the world of NPS…