August 29, 2025
CX Metrics That Speak Volumes – CSAT, NPS, CES
Do you truly understand how your customers perceive your services? Are you equipped with the right tools to measure customer satisfaction and capture authentic feedback? How do you translate these insights into actions that elevate the overall customer experience?
The answer lies in tracking key performance indicators (KPIs) such as CSAT (customer satisfaction score), NPS (net promoter score), and CES (customer effort score). Measuring customer satisfaction is crucial to evaluate the overall relationship of a customer with your brand and fix what matters most.
Contact centers today use a variety of metrics to capture every facet of customer sentiment, but CSAT, NPS, and CES are right there at the top. By evaluating how happy your customers are, tracking the difficulties they experienced while resolving an issue, and gauging long-term loyalty, these three metrics give you a complete picture of the support experience you provide.
In this blog, we have shared our insights on how you can use these metrics to measure customer satisfaction and combine their strengths to achieve your customer experience (CX) objectives.
More
