Survey Tips
Customer Effort Score (CES): Definition & Calculation
What the CES measures, how to work it out from a 1 to 7 scale and why an average of 5.6 can hide a lot of hassle: the metric for how hard your customers have to work.
Maria Malzew
Author
Maria Malzew is a media studies scholar and writes for empirio.ai about academic work, empirical research methods and the path through the final thesis. She obtained her academic background at the University of Hamburg and Kiel University. Since 2021 she has been responsible at empirio.ai for the area where things get academic: empirical research methods, qualitative and quantitative approaches, samples, levels of measurement, quality criteria, and the question of how a vague idea becomes a research question you can actually work with. She also covers topics related to the thesis itself, from finding a topic and structuring the thesis through to analysing your own data collection.
Articles by Maria Malzew
Survey Tips
NPS, CSAT and CES Compared: Differences & Similarities
Three questions, three metrics for customer surveys: what NPS, CSAT and CES have in common, how their questions and answer options differ and when each one is the better choice.
Survey Tips
Customer Satisfaction Score (CSAT): Definition & Calculation
How the CSAT works, how to calculate it with a simple formula and why 78 per cent can mean two very different things: the metric for satisfaction at a single touchpoint.
Survey Tips
Employee Net Promoter Score (eNPS): Definition & Calculation
How the eNPS works, how to calculate it in three steps and why +5 can describe a calm workforce or a deeply divided one: the employer recommendation metric, minus the benchmark myths.
Survey Tips
What Are Surveys Used For? Real Examples and Use Cases
Real examples of what surveys are used for in the UK: from the staff survey and the parent questionnaire to picking a date for the Christmas do, each with a ready-made template.
Survey Tips
Is your survey qualitative or quantitative? How to tell
Is your survey qualitative or quantitative? In short: a standardised questionnaire is quantitative, even when it ends with two free-text boxes.
Survey Tips
Measuring Employee Satisfaction with Surveys: How to Do It
Six areas, one agreement scale and a floor for group size: the practical way to find out how the people on your payroll actually feel about the work.
Survey Tips
Employee Surveys: Guide & Everything You Need to Know
Five phases, an honest look at the response rate and a feedback session already in the diary: how an employee survey becomes more than a report nobody reads.
Empirical Research
Writing a Master's Thesis in a Company: Here's How It Works
Writing a master's dissertation at a company: what 60 credits really costs in hours, how many hours you may work alongside it, and who is allowed to mark the result.
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