CX Journey
APRIL 7, 2016
They may then monitor phone calls or use “mystery shoppers” to ensure adherence to the new rules. Instead of worrying about typical customer satisfaction measures such as share of wallet and net promoter scores, organizations that aim for dramatic change should look at the number of new value adding service ideas put into practice.
InteractionMetrics
SEPTEMBER 17, 2019
Start by using mystery shoppers to document which customers are asked to take your survey — and how. An advantage of Net Promoter Score with its 0 to 10 scale, it that it has a natural midpoint of 5. Or maybe you bought a big-ticket item and were told they could come down in price for a good review?
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InteractionMetrics
SEPTEMBER 17, 2019
Start by using mystery shoppers to document which customers are asked to take your survey — and how. An advantage of Net Promoter Score with its 0 to 10 scale, it that it has a natural midpoint of 5. Or maybe you bought a big-ticket item and were told they could come down in price for a good review?
Comm100
AUGUST 21, 2018
Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Net Promoter Score – How likely is your customer to recommend your company’s services and products? Another way to address and prevent customer service metric gaps is through mystery shopping.
Comm100
AUGUST 21, 2018
Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Net Promoter Score – How likely is your customer to recommend your company’s services and products? Another way to address and prevent customer service metric gaps is through mystery shopping.
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