Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Measuring Customer Satisfaction

Published On: 6th Aug 2026 08:00

In this webinar we look at measuring customer satisfaction. Comparing different metrics and working out what will work best in the contact centre.

Topics Discussed

Measuring Customer Satisfaction
Comparing different metrics
- CSAT scores
- NetPromoter Score
- Customer Effort Score
- Net Emotional Value
Which methods work best
Calibration across channels
The right times to measure customer satisfaction
Pitfalls to avoid
Using Customer Satisfaction to drive change
Use of technology
Top tips and Questions from the audience

Panellists

Customer Experience Foundation

Mark Lockyer

CallMiner

Rachael Trickey

Call Centre Helper

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