Three of the most popular ways to measure customer satisfaction are CSAT, CES, and NPS. Each of these measures is based on customer feedback scores. So your ticketing system must equip your team with the surveys and feedback collection tools you need to come up with whichever score you plan to use.
Two other measures of customer satisfaction are called CHS and CCR. CHS stands for customer health score, which is determined by behavioral metrics identified by your company. CHS metrics might include money spent, product usage metrics, and product type. CCR stands for customer churn rate which is the proportion of customers you lose over a certain time period. If you plan to use these scores, youâll want to make sure your ticketing system can track and report the metrics you need.