Virtually every business owner will tell you that having satisfied customers is a blessing, while dissatisfied customers are a curse. As entrepreneurs we have to deal with both.
https://www.entrepreneur.com/article/289263/
Although there is increasing attention for the Customer Effort Score, an “alternative” to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain.
https://www.i-scoop.eu/customer-effort-score/
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