2017 Blog Customer effort Surveys 
CX Accelerator
FEBRUARY 12, 2018
In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.
Kayako
JANUARY 12, 2017
It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?
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Mindtouch
APRIL 4, 2018
According to the 2017 Global Contact Center Survey from Deloitte , “customer feedback is ‘core to our DNA’ or ‘a core input to business decisions'” for more than 80% of companies surveyed. It is a metric for tracking the quality of the customer support experience, really. Everything.
Mindtouch
MARCH 16, 2020
The answer can provide clues into they touchpoints along the journey at which your customers are consistently hitting snags, growing frustrated, or jumping ship altogether. Customer Satisfaction (CSAT). A good or bad support experience can make or break a particular customer journey. Customer Effort Score (CES).
Mindtouch
MAY 2, 2018
As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.
Talkdesk
FEBRUARY 22, 2018
One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center. In 2017 this dropped to 43%.
Nicereply
JANUARY 21, 2020
A static customer journey map will never entirely encompass a changing customer demographic—but it still can help make sense of it. In its nature, a customer journey map is effectively a visual representation across a swatch of customer experience metrics. It doesn’t have to be perfect to be helpful.
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