2001, Customer effort and Surveys - Customer Contact Central

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2001

Customer effort

Surveys

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Focus on customer effort. Do not leave out measures of recent experience in your transactional VoC surveys.

Surveys

Surveys Banking Accountability Consulting

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I completed my engineering in 2001, majoring in Electronics. So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India.

Customer Experience

Customer Experience Customer centricity Chief Customer Officer B2C

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Stay Connected