A metric that’s more valuable than CES
![value enhancement score](https://www.cxfocus.com.au/wp-content/uploads/2023/12/ves-267x167.jpg)
Customer satisfaction metrics have been a north star. But as any SaaS CEO will tell you, satisfaction is a fleeting and sometimes deceiving metric. It’s one thing for a customer to say they’re happy in a survey; it’s another for their behaviour to reflect that sentiment. Then the Net Promoter Score (NPS) entered the scene. …