Decide: Pick the Right Metric for the Moment
Choose the best metric for a support-resolution moment and explain why the other options are weaker.
PROGRAM DESIGN A customer just navigated a painful billing correction that required multiple contacts and repeated explanations. Which primary metric should lead this improvement effort? Customer Effort Score, because the key risk is how hard the company made resolution feel. Strong move. It targets friction in the process and helps teams reduce repeats, transfers, and waiting. Net Promoter Score, because recommendation is the most executive-friendly number. Weaker move. NPS is too broad here and will not tell you which step in the billing recovery created the pain. Overall CSAT for the whole account, because any service problem is really about…
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