In my last blog, I posed the question “Should you be interested in customer engagement?” A great starting point is to review what’s working and not working with your current CX metric.
Sonya McAllister and Leslie Pagel recently challenged some commonly used metrics in a Walker Insight Webcast focused on CX Metrics.
For example:
Overall Satisfactionis simple, provides a full range of ratings from one survey question, and can allow for competitive benchmarking....