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        "title" :"Applying Customer Service Metrics to Improve Customer Experience (CX)","summary" : "Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort","date" : "2016-11-03T10:00:10-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"craig-chavez" : "Craig Chavez"},"topics" : {
          
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        "title" :"CSAT, NPS, and CES: 3 Easy Ways to Measure Customer Experience (CX)","summary" : "Have you ever wondered how to measure a customer’s experience? I’ve thought about it, specifically about how to measure the experience with services from government agencies. This is a complex topic because government services can be vastly different from each other.","date" : "2016-08-05T14:00:45-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"craig-chavez" : "Craig Chavez"},"topics" : {
          
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