If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them. You can assess customer engagement in two ways: - By what a person says - By what a person does Customer Engagement Scoring is focused on what each customer does. This presentation compares it to Net Promoter Score and shows how they complement one another.

1. Beyond
Net
Promoter
Score
to
Customer
Engagement
Score

2. Flow for Support, Help, Doc
Use cases analyzed
You can understand customer engagement
By what a customer says By what a customer does
Measure these as two separate but complementary scores
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3. Measure what people say
In Surveys In Social Media
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4. Measure what people do
Across Visits, Actions, Business Metrics using
Apptegic’s Customer Engagement Score
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5. Measure what people do over time
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6. NPS and CES compared
Net Promoter Score Customer Engagement Score
Measures What a person says What a person does
Accuracy Qualitative Quantitative
Sampling Occasional Continual
Coverage Small % rate 100% coverage
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7. Combine evaluation of NPS and CES to gain insight
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8. Score
Customer
Engagement
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