Each metric has it's advantages - why not mix and match?
What matters is to be able to get a rating and a comment from your stakeholders and all three metrics listed here (NPS, CSAT and CES) enable you to do that. We wouldn't worry too much about benchmarking yourself to other organisations, there are many different apples out there and ways to skew the results (on purpose or not). If you do compare yourself internally (e.g. over time) make sure it's a fair comparison.
But don't get hung up too much about the score, what matters is that it is trending in the right direction and that you are acting on what your stakeholders want to see done differently / improved. Depending on your sample size the margin of error could be substantial.
Each question on rekommend.io is a unique link that you can send out (works great with MailChimp, Constant Contact etc) - that's it.
The results are then collated in intuitive reports (web and PDF) to help in the analysis. Of course you can easily import this into Excel too.
We'll email you our free step by step guide (PDF) to measuring NPS, CSAT or CES metrics, just opt-in to our newsletter. No spam promise, we'll let you know when we ship something very cool.
We always like to talk to practioners so please get in touch if you find this interesting and / or have any comments and questions. If you provide Voice of Customer or Customer Experience services then we also offer to co-brand this tool with your brand.