Lumoa

JANUARY 3, 2023

How much money did you spend on entertainment last month?”. It would be ideal if you already know your customers’ digital behaviors. There are many different metrics to choose from, such as CSAT, NPS, and Customer Effort Score. Here are some examples of behavioral questions: “How often do you visit the doctor?” .

Best practices 157

Best practices Surveys Metrics Construction 157

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? 96% of customers with a high-effort service interaction are more disloyal, compared to only 9% with low-effort interactions.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CSM Magazine

MAY 19, 2023

KPIs help businesses understand how well they are meeting customer expectations. Some common KPIs include: Average time to resolve customer issues First contact resolution rate Customer effort score These metrics provide valuable insights to guide improvements in customer experience engineering.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52