When it comes to customer experience and its impact on customer retention, unless satisfaction is through the roof, mostly the data will point to a number of areas requiring improvement. In this post we outline the method we use to determine which action will have the biggest impact on customer satisfaction, loyalty, renewal and retention.

Should you focus on Customer Satisfaction (CSAT) or Net Promoter Score (NPS)? CSAT provides real-time feedback on specific interactions, while NPS measures long-term loyalty and growth potential. This post explores how these metrics complement each other and why balancing them is key to improving customer experiences and fostering brand loyalty. Discover actionable tips to optimise your customer experience strategy with CSAT and NPS.