Choosing the right metric for your customer experience program
Our 2012 customer experience research which spanned more than 30 countries highlighted two rapidly growing trends:
A. Organisations are increasingly adopting multiple customer satisfaction metrics
B. Organisations are ensuring that their customer satisfaction is combined with operational information such as financial, segmentation and operational KPIs.
The market has moved on from one size fits all.
This adoption of additional measures, particularly those such as Customer Effort Score has strengthened the ability to correlate the relationship between customer satisfaction and financial performance.