The Go Blog

NPS, CSAT, and CES were designed for a world of periodic measurement. A survey after a call. A quarterly loyalty score. A point-in-time snapshot of how the customer felt about a specific interaction. That model made sense when measurement was expensive and continuous feedback was impractical. You asked because you could not infer. You surveyed because you had no other way of knowing. AI changes both of those constraints. What the Current Metrics Were Built For NPS measures lo