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NPS and NLS. A golden pair?

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend...

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Five customer satisfaction survey examples

Do you want to measure customer satisfaction? But do you find it difficult to determine which questions you are going to ask? Recognizable! Many companies...

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What is Customer Effort Score and how can you measure it?

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter...

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In the spotlight: Bert Riel from GROHE about achieving excellent service

Bert Riel works as Manager Customer Care & Service at GROHE Benelux. GROHE was founded in 1936 and has since become the global market leader in sanitary...

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What is CSAT and what are the advantages of this KPI?

In the world of customer contact and customer experience CSAT is a well-known concept. It is a KPI that measures how satisfied your customer is with a...

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Why customer retention is important for your business

Customer retention is not considered as a priority in most cases. Companies often look more at how to attract new customers. But did you know that...

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From SLA to XLA; what is an eXperience Level Agreement?

You come across it more and more often. Companies switching from an SLA (Service Level Agreement) to an XLA (eXpercience Level Agreement). You will...

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The Net Promotor Score explained

Happy customers are incredibly valuable to a company. But how do you know if your customers are that happy that they recommend your company to family and...

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