Does your organization have a Customer Experience strategy? And, have you implemented either Net Promoter or Customer Effort Scores?
Like most managers, you might feel these metrics provide value to your organization. After all, you can’t manage what you can’t measure. At the same time, you are not sure who or wha t is in control. A recent article published by Forrester Research challenges these type of one question metrics as it’s hard understand how to influence it.
This process is similar to measuring your blood pressure or body temperature. You can see the score , but determining the cause requires more analysis.
In the early days of call centers, we used pseudo metrics to determine if customers would be happy with the service provided. Metrics such as Service Level, Abandoned Rate and Average Time to Answer were all created to tell us the service was good enough against the corresponding budget spend. ... read more >