2011 Best practices Customer Experience Surveys 
delighted
APRIL 19, 2019
Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Relationship NPS surveys.
delighted
APRIL 19, 2019
Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Relationship NPS surveys.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Experience Matters
DECEMBER 6, 2017
Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®.
COPC
MAY 19, 2023
The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. Most CSAT surveys also include additional questions such as “ Was your issue resolved? Many clients use multiple metrics to measure customer satisfaction. However, COPC Inc.
Eptica
JANUARY 15, 2020
Make email easy to access Given the rise in email volumes , some companies have been tempted to switch off the channel or to restrict its use solely to customers. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Taking stock of customer service in 2019.
Altivon
OCTOBER 11, 2017
The older the architecture the less likely it is to support modern innovations particularly in response to senior executive initiatives around using customer experience as a competitive differentiator. How IT impacts customer experience is the most important question. Meet your customer where they want to be met.
Balto
OCTOBER 31, 2022
For example, onboarding buddies meet with new hires twice during their first month to answer questions and discuss best practices. Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire?
Expert insights. Personalized for you.
59 
Let's personalize your content