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CSAT, NPS, CES, VES - What are your thoughts?
We've heard at past TSIA conference keynote sessions that Net Promoter Score (NPS) is "dead".
For Customer Satisfaction (CSAT), TSIA has indicated it is still a viable/reasonable metric to track.
What about Customer Effort Score (CES), Value Enhancement Score (VES)? Are you tracking these as a main or significant metric for your Support organization?