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CSAT, NPS or Customer Effort: Choosing Your Key Metric

Is your key metric the right one for your business? This webinar walks through the pros and cons of CSat, NPS and Customer Effort with some practical tips to minimising the disadvantages. Chris will provide examples of when each metric and a basket of metrics have worked well.

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Webinar host:

Chris Elliott

Client Manager @ TLF Research

Working for TLF Research for the last ten years, Chris believes that customer satisfaction research is really simple to do, but really easy to get wrong.  It might be boring, but it really is all about the basics; great, actionable research about doing the ‘right’ things – asking the right questions, to the right people, in the right way.  Chris has used this approach with the many clients he has worked with over the years, across many sectors, and has always promoted this approach apvia the many training course, webinars and seminars he has hosted over the years.

Outside of work, Chris is a keen golfer and a ‘middle aged man in lycra’ – i.e. keen cyclist.

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