Good metrics matter. A good recent survey.
Does it matter which customer experience metric you choose? By Alyona Medelyan in CustomerThink
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)?
Is one enough or should you implement several metrics? Does it actually matter? Here, we discuss the two arguments: Pro and against.
Why choosing the right metric matters
Choosing the right metric matters to the extent that the metric must be meaningful to the specific customer touchpoint you’re wanting to analyze. ... "
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