BlueOcean

FEBRUARY 7, 2019

But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 219

Metrics Customer Care 2019 Measurement 219

CSM Magazine

JUNE 12, 2015

80% of customer service organizations use the CSAT score, and those who see results remain aware of certain realities: Any customer service performance data is bound to be altered in some ways by the non-response bias – most people with lukewarm responses won’t take the time to rate their satisfaction.

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

Wootric

MAY 12, 2020

In time, you will want a deeper understanding of your customer journey, and that will lead to asking questions at additional touchpoints using other CX metrics, such as CSAT or Customer Effort Score. 48% of customers who had negative experiences told 10 or more others. Your customers and employees will follow.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

SmartKarrot

JULY 26, 2021

A lot has been said and written about customer experience and still, there are tons of questions on CX. This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? What is the role of digital in improving the customer experience?

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11