Beyond NPS: Advanced metrics to gauge Customer Experience

Written By Sonny Sethi

Net Promoter Score (NPS) has been a go-to metric for understanding customer loyalty, but some people love them while some hate them thinking them to be too simplistic. Today’s businesses require deeper insights to stay competitive. Advanced tools like Customer Effort Score (CES) and sentiment analysis provide actionable feedback.

For instance, Australian retailer Bunnings uses CES to identify pain points during their checkout process, focusing on making the customer journey seamless.

Global e-commerce giant Amazon leverages sentiment analysis by scanning customer reviews to refine offerings and service delivery, ensuring satisfaction remains at its peak.

For small businesses, embracing these methods can lead to meaningful improvements in service quality. From deploying quick surveys to investing in affordable analytics platforms, there are cost-effective ways to enhance the customer experience.

At Scale Research, we provide the expertise to navigate advanced metrics and turn them into actionable insights - let us help you stay ahead in understanding your customers.

Sonny Sethi

Scale Research was founded in 2022 by Sonny Sethi, a research veteran with over two decades of agency and client-side experience, having provided research support to brands like Uber, Uber Eats, Nestle, Kelloggs, BestBuy, Optus, Chevron as well as setting up research teams globally.

With a notable track record of 1500+ research projects, Sonny and his dedicated crew are on a mission to deliver actionable insights, data-driven strategies, and custom-tailored research solutions.

At Scale, we're proud to offer high-quality research studies at budget-friendly rates, without compromising on quality. We believe in delivering exceptional value for your investment, and bringing in senior specialists, as required.

We work across the world, with active clients in Australia, NZ, and the Americas.

https://www.scaleresearch.co
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