Survey Tips
Customer Effort Score (CES): Definition & Calculation
How the Customer Effort Score works: the question, the 1 to 7 scale, the math worked through on 200 responses and why the average alone hides the customers who struggled.
Maria Malzew
(female) author
Maria Malzew is a media studies scholar and writes for empirio.ai about academic work, empirical research methods, and navigating the path through your 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 truly academic: empirical research methods, qualitative and quantitative approaches, sampling, 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 paper to analyzing 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 pick.
Survey Tips
Customer Satisfaction Score (CSAT): Definition & Calculation
The CSAT puts one number on how a single experience went. Here is the question, the formula, the math on a worked example and the three blind spots a percentage can hide.
Survey Tips
Employee Net Promoter Score (eNPS): Definition & Calculation
How the eNPS works, from the single question to the math: a worked example with 120 responses and a score of +15, the five score bands and the mistakes that cost you honest answers.
Survey Tips
Survey Use Cases: What Surveys Are Really Used For
Real examples of what surveys are used for, from the employee survey to planning the office holiday party, each with the template that gets you started.
Survey Tips
What is an Employee Survey? Definition & Examples
Employee survey, engagement survey or employee opinion survey: we show you what the term covers, which formats exist and how three surveys look in US practice.
Survey Tips
Qualitative vs. quantitative survey: how to classify yours
Qualitative or quantitative survey? Short answer: a standardized questionnaire is quantitative, even if it ends with a couple of open-ended boxes.
Survey Tips
Measuring Employee Satisfaction with Surveys: How to Do It
Measure satisfaction in your team without making anyone identifiable: the six areas in the questionnaire, the scale that fits and what US law really requires.
Survey Tips
Employee Surveys: Guide & Everything You Need to Know
Five phases, an honest look at the response rate and a feedback session already on the calendar: how an employee survey becomes more than a report nobody reads.
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