Transcription of Measuring customer experience - Future Thinking
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Measuring customer experience - Future Thinking
Craig StrudleyResearch Director, ExperienceMeasuring customer experience Beyond the acronymsTo measure is to knowFOUR OF THE MOST COMMON KPI SNPS, CES, CSI, VFM: the measurement of customer experience has yielded a lot of acronyms. But which is the right TLA (Three Letter Acronym) for your business? Most companies understand the basic premise that to truly know whether their customers are enjoying a good experience they need to quantitatively measure that experience . What is often less understood is the best way to measure the reality for your customers. Here we will look at the differences between some of the more commonly used measures. What questions should you be including in your customer surveys? What are the pros and cons associated with each measure? What numbers should be reported; averages, net-scores, top-box percentages, indices? There is a surprising amount to consider.
Craig Strudley Research Director, Experience Measuring customer experience Beyond the acronyms
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