Customer satisfaction should be every brand’s North Star, guiding companies as they work to exceed customer expectations. Most brands use CSAT (Customer Satisfaction Score) to measure how satisfied ...

Whether it’s education, sports, or business, we need to know how well we’re doing. We need to be able to measure performance. These measurements typically consist of two elements: first, the metric, ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

The American Customer Satisfaction Index’s (ACSI) annual Retail and Consumer Shipping Study for 2026 found that several ...