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Software Development Quality
Software Development Quality
Oct 5, 2024 · Product Management

How CSAT, NPS, and CES Shape User Experience: A Practical Guide

This article explains the three core customer experience metrics—CSAT, NPS, and CES—their definitions, measurement methods, advantages and disadvantages, how they relate to each other, and how to combine them with user journey maps to build a comprehensive experience management system for product improvement.

CESCSATCustomer Experience
0 likes · 20 min read
How CSAT, NPS, and CES Shape User Experience: A Practical Guide
58UXD
58UXD
Nov 9, 2020 · Product Management

How CES and NPS Reveal the Impact of a B2B Service Platform Redesign

This article details a two‑month quantitative study of the "CheShangTong" B2B app redesign, comparing pre‑ and post‑release surveys using Customer Effort Score, Net Promoter Score, and emotional experience metrics to evaluate service process, outcome, and user sentiment.

B2BCESnps
0 likes · 9 min read
How CES and NPS Reveal the Impact of a B2B Service Platform Redesign
58UXD
58UXD
Sep 18, 2020 · Product Management

Turning a B2B Car‑Dealer App into a Service‑Oriented Platform

This case study details how the "CheShangTong" B2B car‑dealer product was transformed from a tool‑centric app into a service platform through business analysis, user research, problem discovery, and a five‑dimensional service upgrade, with results measured by CES surveys.

B2B productCEScar dealer app
0 likes · 12 min read
Turning a B2B Car‑Dealer App into a Service‑Oriented Platform