- The Marketing and Sales Team runs customer experience survey: 0 Net Promoter Score (NPS): NPS measures the likelihood that customers will recommend you to friends or colleagues, and it's an excellent predictor of future growth. 0 Customer Satisfaction (CSAT): CSAT questions are used to determine whether a customer is satised with a specic element of their experience (e.g., the support they received). 0 Customer Effort Score (CES): CES evaluates the effort required for a customer to achieve a goal (e.g., x a problem, place an order). 0 Milestone surveys: companies send out these surveys at key touchpoints throughout the customer lifecycle (2 weeks after the initial purchase or immediately following the completion of onboarding). - The Marketing and Sales Team conducts unscripted interviews with 323 customers (20% of customers are interviewed each year). - The Marketing and Sales Team evaluates web analytics data: 0 Pageviews o Drop-off rates 0 Trafc patterns 0 Trafc sources