1. How can we start a New business?

Psychological bias: a common disadvantage of CSAT outlined is that it can be influenced by the short-term sentiment of the customer, and not reflect his real opinion.

Respondents: all customers do not fill in Customer Satisfaction surveys. For example, only 1 out of 26 unhappy customers complain, the 25 others churn without sharing their feedback.

“All the major experience metrics have research both proving and disproving their position as the “best” indicator of downstream customer experience results, most particularly, loyalty. The issue is not that one metric is better than another. You can use NPS, CES, or CSAT — the bigger issue is when organizations focus only on the metric instead of on a comprehensive program of experience improvement which includes the metric.”

2. Alternatives

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