Aquire

MARCH 9, 2022

Some common ones include customer satisfaction (CSAT) and net promoter score (NPS). Alaska Airlines. Ranked as the top airline on Newsweek’s list, Alaska Airlines provides an extensive list of promises to their customers right on their website. Use metrics for your customer focus objectives.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

InteractionMetrics

OCTOBER 16, 2023

For example, Satisfaction Metrics were replaced in the early aughts by the Net Promoter Score, which has, to some extent, been eclipsed by the Customer Effort Score. Other metrics include the Ease of Business Score, Competitive Edge Score, Brand Compliance Score, and more. Don’t do that!

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) The Alaska Airlines survey mentioned earlier failed miserably with logic gating. In fact, Alaska Airlines punished frequent fliers by asking even more questions. Bad Customer Surveys are Ubiquitous. Don’t overload your surveys.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) The Alaska Airlines survey mentioned earlier failed miserably with logic gating. In fact, Alaska Airlines punished frequent fliers by asking even more questions. Bad Customer Surveys are Ubiquitous. Don’t overload your surveys.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40