How to Measure the Customer Experience
07/11/2017,
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in
Almost every organization measures customer satisfaction, most measure customer retention and advocacy, some measure the quality of core products and services, and few measure employee satisfaction. We look at what gets measured, what gets reported to executives and how leading organizations are improving their approach to measuring customer satisfaction.
Discussion Topics:
What gets most commonly measured
What is most commonly missed
The role of Net Promoter Score and its alternatives
Presenter: Ed Thompson, Gartner