Customer Service Feedback Metrics

When you're trying to improve your customer service, which you should always be doing, there are several metrics you'll want to use. But first you need to be familiar with what they are, what they're used for, and how the scores are calculated. In this video we're going to look at three important metrics: net promoter score (NPS), customer satisfaction score (CSAT), and customer effect score (CES). We'll also discuss how to gather this vital information from your customers through surveys.

HSI (Health & Safety Institute) is a recognized leader in Environmental, Health and Safety (EHS) and workforce development software, training, and compliance solutions.

HSI is your single-source partner for EHS, Compliance, and Professional Development solutions. HSI provides integrated e-learning content, training solutions, and cloud-based software designed to enable your business to improve safety, operations, and employee development. Across all industries, we help safety and technical managers, human resources, first responders, and operational leaders train and develop their workforce, keep workers safe, and meet regulatory and operational compliance requirements. We are a unique partner that offers a suite of cloud-based software solutions including learning management, safety management, chemical SDS management, and more, integrated with our content and training so businesses can not only monitor and manage multiple workflows in one system, but train employees via one partner.