Interaction Metrics Blog

Customer Satisfaction Metrics

It’s often assumed that the only metric you need is the Net Promoter Score. While it’s good to have a benchmark metric in your arsenal, it’s also a good idea to have customer satisfaction metrics that delve into the nuances. Those could be metrics like Brand Compliance, Customer Effort Score, or our favorite (also the most accurate because it’s a weighted metric): the Quality of Customer Interaction or QCI™ Score.