Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV), PDQ
Beyond Philosophy
NOVEMBER 8, 2017
Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Maybe it’s just analytical complacency. It’s a result or an outcome, rather than an emotional driver. Back even further, to the era of Total Quality Management.
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