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White Paper

Using comp satisfaction scores in benchmarking performance

How to determine if it’s the right approach for your brand

Many CX professionals like to use year-over-year satisfaction and loyalty scores—or “compsat” scores—to benchmark performance. Is it right for your brand? In this white paper, we cover various types of compsat scores, the tradeoffs associated with each, and recommendations for appropriate use.

Download the white paper to understand benefits and challenges in using compsat scores:

  • Controlling for seasonality and other factors
  • Ignoring absolute performance
  • Favoring low performers
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