GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? Customer Satisfaction (CSAT) Score.

Metrics 79

Metrics Customer Service Surveys Self service 79

CCNG

OCTOBER 19, 2022

Unhappy Customers Learn how promoters differ from detractors 86% of consumers will pay more for a better customer experience. Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so).

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Customer care teams have been using QA scorecards to measure agent performance for decades. Modernizing QA. Driving agent behaviors using AIS.

Coaching 71

Coaching Construction Upselling Scripts 71

Tethr

JUNE 22, 2020

We’ll also show you the insights that matter and the actions that make a difference in the customer journey. At Tethr, we find the majority of our customers’ experience drivers fall into one of two general buckets: Customer effort-related drivers and their reasons Customer interaction reduction drivers and their reasons.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Tethr

JULY 16, 2020

Our last post introduced a new way to connect (QA) measures with business outcomes we all care about, such as retention, share of wallet and advocacy. Tethr’s latest scoring algorithm, the Agent Impact Score (AIS) isolates the agent’s impact on perceived customer effort, with potentially damaging effects on customer loyalty.

Coaching 70

Coaching Customer effort Customer Care Upselling 70

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #2: Measure and Improve CX Customer experience, analytics and marketing professionals across industries report that measuring CX is one of the top five biggest challenges encountered today. The team estimates that rolling out the new automated system to all customers could save $14.1M

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70