February 20, 2018 10:00 AM PST

Making Sense of Customer Support Metrics

Breaking down acronyms help you measure customer sentiment.
Meet the Speakers
Aaron Fulkerson

Co-Founder

Kimberly Powell

Director of Customer Support & Experience

Customer support and success KPIs can be a confusing sea of acronyms—so which metrics really matter?

Join us as MindTouch CEO Aaron Fulkerson chats with Kimberly Powell, Director of Customer Support & Experience at GetFeedback, about the metrics behind the madness: CES, NPS, and CSAT.

Key Takeaways:

  • How often should you run NPS?
  • When should you use CES over CSAT (and vice versa)?
  • Why heads of Support need to take CES seriously

Start harnessing the power of these KPIs to improve your customer support experience!

Meet the Speakers
Aaron Fulkerson
Co-Founder

Aaron Fulkerson, a leading innovator in open-source and SaaS software, is Co-Founder of MindTouch. Previously, Aaron worked on the Advanced Systems Research Team at Microsoft and has informed national education policy at the White House. Aaron tackles everything with the same mantra: Be big, be kind, and kick ass.

Kimberly Powell
Director of Customer Support & Experience

Kimberly is the Director of Support and Customer Experience at GetFeedback, an industry-leading survey solution serving more than 10,000 brands globally. Before entering the support ​vertical, ​leveraging her advanced degree in Communication Design​, she spent 5 years in web and product management. ​Passionate about building strong customer connections and creating better brand experiences​, she has turned her focus onto the growing technical landscape within Support​.

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