Choosing the right metrics can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should the metric question be at the beginning or the end of the survey? What measurement scale should I use? Unfortunately, these questions can be so overwhelming that some Voice of the Customer (VoC) programs suffer from analysis paralysis and then simply wither and die. To make sure that doesn’t happen to you, here are a couple of things to remember....