{"id":12135,"date":"2025-05-08T16:11:07","date_gmt":"2025-05-08T09:11:07","guid":{"rendered":"https:\/\/www.cipher.co.th\/blogs\/how-to-measure-customer-experience\/"},"modified":"2025-05-08T18:20:15","modified_gmt":"2025-05-08T11:20:15","slug":"how-to-measure-customer-experience","status":"publish","type":"post","link":"https:\/\/www.cipher.co.th\/en\/blogs\/how-to-measure-customer-experience\/","title":{"rendered":"How to Measure Customer Experience with Net Promoter Score (NPS)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12135\" class=\"elementor elementor-12135 elementor-12126\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3eebc0c e-flex e-con-boxed e-con e-parent\" data-id=\"3eebc0c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-70c6609 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"70c6609\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__70c6609\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__70c6609\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__70c6609\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e740fcc elementor-widget elementor-widget-text-editor\" data-id=\"e740fcc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>How to measure customer experience effectively is a key to business success in the digital era. Net Promoter Score (NPS) is recognized as a powerful and easy-to-use tool for measuring customer loyalty, helping organizations understand customer sentiment and leading to targeted service improvements. With just a single question about the likelihood of recommendation, businesses can evaluate customer experience and accurately predict future growth. Finding effective <a href=\"https:\/\/www.zendesk.com\/th\/blog\/measuring-customer-experience\/\" target=\"_blank\" rel=\"nofollow noopener\"><strong>methods for measuring customer experience<\/strong><\/a> has become essential for companies looking to stay competitive.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ddbf860 elementor-widget elementor-widget-heading\" data-id=\"ddbf860\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is Customer Experience and Why is Measuring it Important?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1df9c07 elementor-widget elementor-widget-image\" data-id=\"1df9c07\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"611\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-1024x611.webp\" class=\"attachment-large size-large wp-image-12139\" alt=\"How to Measure Customer Experience - What is Customer Experience\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-1024x611.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-300x179.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-768x459.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-500x299.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4-700x418.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-4.webp 1340w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-00cb70a elementor-widget elementor-widget-text-editor\" data-id=\"00cb70a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In today&#8217;s world, designing products and services shouldn&#8217;t rely solely on personal preferences of what we like or dislike. In an age where data is crucial, everything we do should have clear metrics and measurement methods, especially in the area of customer experience (CX), which is vital to business success. Effective customer experience measurement methods help businesses better understand their customers.<\/p><p>Customer Experience, or CX, refers to the perceptions, feelings, and interactions that customers have with a business or brand throughout their customer journey &#8211; from pre-purchase awareness, during product or service use, to post-service experiences. Good experiences result in customer satisfaction, loyalty, and potential recommendations to others. Conversely, negative experiences can lead to customer loss and damage to brand image. Leading organizations therefore prioritize finding good customer experience examples to adapt to their own businesses, often relying on comprehensive <a href=\"https:\/\/www.cipher.co.th\/blogs\/what-is-crm-benefits\/\"><strong>CRM systems for their many benefits<\/strong><\/a>.<\/p><p>But many may wonder, how can we measure customer experience? It&#8217;s an intangible thing, related to customer feelings and perceptions, with each person having different viewpoints.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2abe3f3 elementor-widget elementor-widget-image\" data-id=\"2abe3f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/e-book-digital-transformation-sustainable-digital-adoption\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-11209\" alt=\"e-book-Digital Transformation\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-Digital-Transformation.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e6c004 elementor-widget elementor-widget-heading\" data-id=\"6e6c004\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why is Measuring Customer Experience Important for Business?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1845f0e elementor-widget elementor-widget-text-editor\" data-id=\"1845f0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Measuring and improving customer experience is important for businesses in several ways:<\/p><ul><li><strong>Increases customer satisfaction<\/strong>: When you create good experiences, customers feel satisfied and return to use your services again<\/li><li><strong>Strengthens loyalty<\/strong>: Good experiences make customers feel valued and increase their chances of being loyal to your brand<\/li><li><strong>Increases sales and revenue<\/strong>: Customers with good experiences make purchasing decisions more easily, make repeat purchases, and recommend your brand to others<\/li><li><strong>Reduces customer loss<\/strong>: Improving experiences helps prevent the loss of customers, which comes at a high cost<\/li><li><strong>Creates market differentiation<\/strong>: In highly competitive markets, good customer experience is a key factor that makes brands stand out<\/li><li><strong>Develops brand image<\/strong>: Good experiences affect brand image in the long term<\/li><li><strong>Provides valuable insights<\/strong>: Measuring CX provides valuable information for improving products and services<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-873633e elementor-widget elementor-widget-heading\" data-id=\"873633e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is Net Promoter Score (NPS)?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f6da00 elementor-widget elementor-widget-text-editor\" data-id=\"9f6da00\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>One of the popular indicators for measuring customer experience is Net Promoter Score, or NPS, developed by Fred Reichheld, an American businessman and thinker famous in the field of customer experience measurement systems.<\/p><p>NPS Score is a tool used to measure customer loyalty and predict business growth. Its main purpose is to measure long-term loyalty and the overall relationship customers have with the brand, making it one of the most widely popular methods for measuring customer experience today.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8eb2052 elementor-widget elementor-widget-heading\" data-id=\"8eb2052\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How to Calculate NPS<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a86f237 elementor-widget elementor-widget-text-editor\" data-id=\"a86f237\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>NPS calculation starts with asking customers a simple question:<\/p><p><strong>&#8220;On a scale of 0-10, how likely are you to recommend our product\/service\/company to a friend or colleague?&#8221;<\/strong><\/p><p>A score of 0 means &#8220;definitely would not recommend&#8221; and 10 means &#8220;definitely would recommend.&#8221;<\/p><p>Customers are divided into 3 groups based on their scores:<\/p><ul><li><b>Promoters (9-10)<\/b>: Loyal customers who admire the brand and are ready to recommend it<\/li><li><b>Passives (7-8)<\/b>: Satisfied customers but not enthusiastic enough to recommend<\/li><li><b>Detractors (0-6)<\/b>: Dissatisfied customers who might speak negatively about the brand<\/li><\/ul><p>Calculate NPS with the formula: <strong>% of Promoters &#8211; % of Detractors<\/strong><\/p><p>The result ranges from -100 (everyone is a Detractor) to +100 (everyone is a Promoter).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f10703a elementor-widget elementor-widget-heading\" data-id=\"f10703a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Benefits of Using NPS to Measure Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-245f46a elementor-widget elementor-widget-image\" data-id=\"245f46a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"611\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-1024x611.webp\" class=\"attachment-large size-large wp-image-12141\" alt=\"How to Measure Customer Experience - Benefits of Using NPS to Measure CX\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-1024x611.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-300x179.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-768x459.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-500x299.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6-700x418.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/05\/\u0e27\u0e34\u0e18\u0e35\u0e27\u0e31\u0e14-Customer-Experience-6.webp 1340w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c830c12 elementor-widget elementor-widget-text-editor\" data-id=\"c830c12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Easy to understand<\/strong>: It&#8217;s a single number that the entire organization can understand<\/li><li><strong>Convenient data collection<\/strong>: Uses just one question, easy for customers to answer<\/li><li><strong>Comparable<\/strong>: Can be compared with industry averages<\/li><li><strong>Predicts growth<\/strong>: Has a relationship with revenue growth<\/li><li><strong>Quickly identifies problems<\/strong>: Helps see issues that might make customers dissatisfied<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-446734f elementor-widget elementor-widget-heading\" data-id=\"446734f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to Collect NPS Data Effectively<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c486750 elementor-widget elementor-widget-text-editor\" data-id=\"c486750\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>NPS data can be collected in several ways, each with different advantages:<\/p><ul><li><strong>Website feedback pop-ups<\/strong>: Ask about satisfaction with using the website and ask why they gave that score<\/li><li><b>Email<\/b>: Send emails after customers use products or services to inquire about satisfaction<\/li><li><strong>Telephone<\/strong>: Call to ask for additional opinions about feelings after use<\/li><li><strong>Applications<\/strong>: Create surveys in mobile apps<\/li><li><strong>SMS<\/strong>: Send short messages with survey links<\/li><\/ul><p>Importantly, besides asking for a 0-10 score, you should ask additional open-ended questions, such as &#8220;Why did you give this score?&#8221; to understand the reasoning behind the score.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2621df elementor-widget elementor-widget-heading\" data-id=\"c2621df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Using NPS Results to Improve Business<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24a66c4 elementor-widget elementor-widget-text-editor\" data-id=\"24a66c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Measuring NPS isn&#8217;t just about knowing the numbers but using the results to improve the business through these methods:<\/p><ul><li><b>Analyze comments<\/b>: Read customer comments in detail to understand problems and opportunities for improvement<\/li><li><b>Solve Detractors&#8217; problems<\/b>: Contact this group directly to fix problems and change negative feelings<\/li><li><b>Increase Passives&#8217; satisfaction<\/b>: Find ways to create additional impressions to turn them into Promoters<\/li><li><b>Build loyalty among Promoters<\/b>: Maintain satisfaction levels and encourage word-of-mouth<\/li><li><b>Improve processes<\/b>: Use data to improve products, services, and operations<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bdec96b elementor-widget elementor-widget-heading\" data-id=\"bdec96b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Other Customer Experience Metrics Besides NPS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-180f290 elementor-widget elementor-widget-text-editor\" data-id=\"180f290\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIn addition to NPS, there are other indicators commonly used to measure customer experience:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79aed3b elementor-widget elementor-widget-heading\" data-id=\"79aed3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Customer Effort Score (CES)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-337baca elementor-widget elementor-widget-text-editor\" data-id=\"337baca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>CES measures how much effort customers need to put into interacting with the company, such as seeking help, purchasing products, or solving problems. The goal is to assess how easy or difficult the various steps are.<\/p><p>CES often asks, &#8220;How easy did our company make it to solve your problem?&#8221; with scores ranging from &#8220;very easy&#8221; to &#8220;very difficult.&#8221;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3c3691 elementor-widget elementor-widget-heading\" data-id=\"c3c3691\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Customer Satisfaction (CSAT)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36ffb38 elementor-widget elementor-widget-text-editor\" data-id=\"36ffb38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer Satisfaction measures customer satisfaction with products, services, or experiences received, focusing on feelings in short periods after activities. CSAT is an important tool for assessing customer satisfaction after interactions with the brand.<\/p><p>CSAT measurement often asks, &#8220;How satisfied are you with our product\/service?&#8221; with scores on a scale, such as 1-5 or 1-10. Measuring customer satisfaction this way helps businesses understand customers&#8217; short-term reactions well.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd84681 elementor-widget elementor-widget-heading\" data-id=\"fd84681\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Differences Between the Three Metrics<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-883d328 elementor-widget elementor-widget-text-editor\" data-id=\"883d328\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><b>NPS<\/b> focuses on measuring loyalty and long-term word-of-mouth tendencies<\/li><li><b>CES<\/b> focuses on measuring the ease of using services or solving problems<\/li><li><b>CSAT<\/b> focuses on measuring satisfaction in short periods after interactions<\/li><\/ul><p>Using these metrics together will help provide a more comprehensive understanding of customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-03f618e elementor-widget elementor-widget-heading\" data-id=\"03f618e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tools to Help Measure and Improve Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9560f06 elementor-widget elementor-widget-text-editor\" data-id=\"9560f06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tMeasuring and improving customer experience effectively requires appropriate tools, with several options available:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3cca5d2 elementor-widget elementor-widget-heading\" data-id=\"3cca5d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Google Analytics<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa90440 elementor-widget elementor-widget-text-editor\" data-id=\"aa90440\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Highlights<\/strong>: Analyzes website usage behavior, visits, traffic sources, and visitor-to-customer conversion rates<br \/><strong>Application<\/strong>: Track customer behavior on websites to improve UX\/UI and marketing strategies<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-34c2754 elementor-widget elementor-widget-heading\" data-id=\"34c2754\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Appsflyer<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8002684 elementor-widget elementor-widget-text-editor\" data-id=\"8002684\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Highlights<\/strong>: Analyzes mobile applications, user behavior, installations, and conversions from advertising<br \/><strong>Application<\/strong>: Understand user sources, track campaign performance, and increase app usage<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fa6232 elementor-widget elementor-widget-heading\" data-id=\"5fa6232\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. VWO<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9119729 elementor-widget elementor-widget-text-editor\" data-id=\"9119729\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Highlights<\/strong>: A\/B testing to compare different website designs or content<br \/><strong>Application<\/strong>: Find designs or content that make customer experiences smooth and increase conversion rates<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3c59af elementor-widget elementor-widget-heading\" data-id=\"b3c59af\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Contentsquare<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb81393 elementor-widget elementor-widget-text-editor\" data-id=\"bb81393\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Highlights<\/strong>: In-depth behavioral analysis, clicks, scrolling, and interaction on websites<br \/><strong>Application<\/strong>: Improve UX based on data showing how users interact with various elements<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5841df elementor-widget elementor-widget-heading\" data-id=\"f5841df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">5. CRM Systems<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a5f3c7d elementor-widget elementor-widget-text-editor\" data-id=\"a5f3c7d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Highlights<\/strong>: Comprehensive collection and analysis of customer data<br \/><strong>Application<\/strong>: Create a 360-degree view of customers, helping to better understand customer needs and behaviors<\/p><p>Choosing the <a href=\"https:\/\/www.cipher.co.th\/en\/blogs\/compare-enterprise-cms\/\"><strong>right Content Management System (CMS)<\/strong><\/a> is another important factor that helps manage customer experiences on digital platforms more efficiently.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e07a3b6 elementor-widget elementor-widget-heading\" data-id=\"e07a3b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Strategies for Creating Good Customer Experience: Examples and Guidelines<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-091f069 elementor-widget elementor-widget-text-editor\" data-id=\"091f069\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Measuring with NPS and other indicators is just one part of improving customer experience. Businesses should have clear strategies for creating good experiences. If you want successful customer experience examples, consider these strategies:<\/p><ul><li><strong>Empower employees<\/strong>: Give employees the authority to make decisions to solve customer problems immediately, without going through lengthy approval processes<\/li><li><strong>Value employee ideas<\/strong>: Employees who communicate directly with customers often understand customer problems and needs well. Listening to their opinions will help improve CX significantly<\/li><li><strong>Use technology appropriately<\/strong>: Implement AI, chatbots, or automated tools to respond to customers at all times, but consider the human aspect in services too<\/li><li><strong>Listen to feedback from all channels<\/strong>: Create seamless omnichannel experiences, allowing customers to contact through convenient channels and receive consistent service across all channels<\/li><li><strong>Make customers the center<\/strong>: Design work processes with customers in mind, not for organizational convenience<\/li><\/ul><p>Having an appropriate <a href=\"https:\/\/www.cipher.co.th\/en\/blogs\/marketing-mix\/\"><strong>marketing mix<\/strong><\/a> will help make customer experience creation strategies more effective.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d8d9aa6 elementor-widget elementor-widget-heading\" data-id=\"d8d9aa6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Cipher's Services That Help Develop Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c33415 elementor-widget elementor-widget-text-editor\" data-id=\"7c33415\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.cipher.co.th\/\"><strong>Cipher<\/strong><\/a> is a comprehensive digital marketing agency that understands the importance of customer experience well. We offer various services that will help your business develop CX and measure results with NPS effectively:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f40239 elementor-widget elementor-widget-heading\" data-id=\"6f40239\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. In-depth Customer Data Analysis<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ea5ab1 elementor-widget elementor-widget-text-editor\" data-id=\"9ea5ab1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWe help you collect and analyze customer data to understand behavior, needs, and expectations, leading to creating experiences that better meet customer desires.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01c549e elementor-widget elementor-widget-heading\" data-id=\"01c549e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. NPS Measurement System Design and Development<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3baeef4 elementor-widget elementor-widget-text-editor\" data-id=\"3baeef4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWe help design NPS data collection systems suitable for your business, with easy-to-understand analysis and reporting systems.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8728b97 elementor-widget elementor-widget-heading\" data-id=\"8728b97\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. UX\/UI Development on Websites and Applications<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c49cbe elementor-widget elementor-widget-text-editor\" data-id=\"4c49cbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tOur expert team helps design and develop user experiences that are convenient, easily accessible, and impressive.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5526213 elementor-widget elementor-widget-heading\" data-id=\"5526213\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Omnichannel Marketing Strategies<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a3b880 elementor-widget elementor-widget-text-editor\" data-id=\"1a3b880\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We plan and implement marketing communications that are consistent across all channels to create seamless experiences for customers, with expertise in <a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-management\/\"><strong>social media management<\/strong><\/a> and <a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-marketing\/\"><strong>social media marketing<\/strong><\/a> that will help your brand reach target audiences effectively.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5270b5 elementor-widget elementor-widget-heading\" data-id=\"e5270b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">5. Customer Experience Employee Training<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a6e8f6 elementor-widget elementor-widget-text-editor\" data-id=\"4a6e8f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWe organize training to develop customer service skills for your employees, creating teams that truly focus on customers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b56d563 elementor-widget elementor-widget-heading\" data-id=\"b56d563\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: Excellent Ways to Measure Customer Experience with NPS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b83fc68 elementor-widget elementor-widget-text-editor\" data-id=\"b83fc68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tNet Promoter Score (NPS) is a powerful tool for measuring customer experience that helps businesses understand customer loyalty through just one simple question. Measuring NPS isn&#8217;t merely about knowing the numbers but using that data to improve products and services to meet needs, making customers satisfied, returning to buy again, and recommending to others, which is a key to sustainable business growth in a highly competitive era.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d858cd elementor-widget elementor-widget-image\" data-id=\"6d858cd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-marketing\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-11806\" alt=\"service-social-media-marketing\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6576afd e-flex e-con-boxed e-con e-parent\" data-id=\"6576afd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dd81551 elementor-widget elementor-widget-heading\" data-id=\"dd81551\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b4f8cd3 elementor-widget elementor-widget-heading\" data-id=\"b4f8cd3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. What's a good NPS score?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d9b80d elementor-widget elementor-widget-text-editor\" data-id=\"3d9b80d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAnswer: A good NPS score depends on the industry, but generally, a positive value is good (>0), a value from +50 is very good, and a value from +70 is excellent. However, what&#8217;s important is continuously improving your NPS score and comparing it with competitors in the same industry.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90343fc elementor-widget elementor-widget-heading\" data-id=\"90343fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. How often should NPS surveys be conducted?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba6c71b elementor-widget elementor-widget-text-editor\" data-id=\"ba6c71b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAnswer: The frequency of NPS surveys depends on the business and customer touchpoints. For general businesses, it&#8217;s recommended every 3-6 months. For service businesses, it might be done after transactions are completed, and for products with long usage cycles (such as software), it might be done 1-2 times per year.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38d2362 elementor-widget elementor-widget-heading\" data-id=\"38d2362\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. How is NPS different from CSAT and CES, and when should each metric be used?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-765a3de elementor-widget elementor-widget-text-editor\" data-id=\"765a3de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAnswer: NPS measures loyalty and long-term recommendation tendencies, suitable for measuring overall relationships with brands. CSAT measures satisfaction in the short term after interactions, suitable for measuring satisfaction after specific service points. CES measures the effort customers need to make transactions, suitable for evaluating processes or services that aim to require minimal customer effort. Businesses should use these metrics together for a complete overview.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Table of Contents How to measure customer experience effectively is a key to business success in the digital era. Net [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":12128,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_angie_page":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"page_builder":"","footnotes":""},"categories":[147,192,204,178,205,150,163,171,151,157,162,159,161,148,149,153],"tags":[],"class_list":["post-12135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-en","category-buyers-journey-en","category-consumer-behavior","category-crm-en","category-customer-experience-en","category-digital-marketing-en","category-marketing-en","category-marketplace-en","category-online-marketing-en","category-online-sales","category-seo-en","category-seo-tips-en","category-social-media-marketing-en","category-strategy-en","category-trends-en","category-web-design-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12135","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/comments?post=12135"}],"version-history":[{"count":0,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12135\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media\/12128"}],"wp:attachment":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media?parent=12135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/categories?post=12135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/tags?post=12135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}