What are NPS, CSAT, and CES and how do they help us improve the maib customer experience

By putting the maib customer at the center of our attention, we strive to evaluate and understand customer feedback and use it to constantly improve our products, services, online and offline solutions and service. 

CES (Customer Effort Score), NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are some of the most important indicators that give us a clear picture of customer satisfaction and how we can be better at what we offer.

Net Promoter Score is the most popular metric for assessing customer experience. NPS is measured by analysing the answer to the question, "How willing are you to recommend brand/company/product/service X to family and friends?".

On a scale of 0 to 10, customers rate their experience as an indicator of customer loyalty to a brand.

Customer Satisfaction Score is an indicator that shows customer satisfaction towards a product or service. CSAT is measured by the customer giving a score or rating on a scale from 1 to 7 (in the case of maib), i.e. from "Not at all satisfied" to "Very satisfied".

The question asked to the customer is: "How satisfied are you with product/service X?".

Customer Effort Score is an indicator that measures customers' perception of the complexity of processes and their understanding by the customer related to a product or service.

CES typically answers the question "How easy was it to solve your problem / access X / do Y?" and is rated on a scale of 1 to 7 (in the case of maib).

These three indicators help us to assess and understand our customers' experience in-depth and guide us in our continuous improvement process. We are grateful to maib customers for their feedback and are committed to living up to their expectations.

Maib team puts customers in the center of what we do, and we are committed to continuous development to deliver quality financial services and a best-in-class experience.

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