Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 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. Only one out of five companies earned at least Read More.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

COPC

MAY 19, 2023

However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. Organizations can measure CSAT using various scales.

Metrics 71

Metrics industry standards Customer effort Consulting 71

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. What are customer relationship surveys?

Surveys 58

Surveys Customer Experience Feedback Metrics 58

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. What are customer relationship surveys?

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Kayako

OCTOBER 29, 2015

The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team. This makes it much more difficult to measure the performance of the team.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

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?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52