I’ve been involved in measuring the customer experience (CX) for over 20 years. It’s critical to get the voice of the customer to understand where a brand, dealer, salesperson, service advisor etc is strong or weak so they can improve. I get that in spades. However, over that time one of the areas that has been noticeably absent from the public discourse on this stuff is measuring the employee CX on an ongoing basis. This is odd because these individuals are absolutely....