6 Questions To Ask To Ensure Your Voice of Customer Programme Delivers Results
Enghouse Interactive
NOVEMBER 13, 2020
Research carried out for the guide found that the 41% of B2C organisations ranked customer experience as the most important factor that they wanted to compete on, ahead of quality (31%) and price (27%). Many organisations begin by measuring metrics such as NPS or CSAT – while these give a useful measure of satisfaction, they can be limited.
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