When you're trying to improve your customer service, which you should always be doing, there are several metrics you'll want to use. But first you need to be familiar with what they are, what they're used for, and how the scores are calculated. In this video we're going to look at three important metrics: net promoter score (NPS), customer satisfaction score (CSAT), and customer effect score (CES). We'll also discuss how to gather this vital information from your customers through surveys.