/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/craig-chavez/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/11/03/applying-customer-service-metrics-to-improve-customer-experience-cx/ Thu, 03 Nov 2016 10:00:10 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/11/03/applying-customer-service-metrics-to-improve-customer-experience-cx/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/ Fri, 05 Aug 2016 14:00:45 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2016/08/05/csat-nps-ces-3-easy-ways-to-measure-customer-experience-cx/ 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.