Call Recording, Customer Voice, Metrics and NPS

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . The main weakness of surveys is they tend to get input from very happy or unhappy customers.

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Touchpoint Customer Journey Measurement Social Media

Why Do I Need Data in My Journey Maps?

CX Journey

NOVEMBER 28, 2018

You Got Your Metrics in My Journey Map! Executives love data and metrics, right? Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps?

Call Recording

Call Recording Effort Score Metrics 2015

CXDNA Update

The Right Survey to Measure Each Touchpoint of the Customer Journey

Why Do I Need Data in My Journey Maps?

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