CX Measurement
Choosing a survey moment that matches the question
Choose a customer survey moment by what the person can know then, and record the people each invitation trigger misses.
Section
CX Measurement
CX Measurement
Comparing CSAT, effort and recommendation measures
Compare what CSAT, customer effort and recommendation questions ask, how common scores are calculated and what each can inform.
CX Measurement
Creating a decision process for experience improvements
Turn customer experience issues into documented decisions with clear authority, evidence, owners and outcome checks.
CX Measurement
Customer experience for digital services
Assess digital service CX by following a customer task from entry to confirmed outcome, removing avoidable steps and checking the service behind the screen.
CX Measurement
Customer experience measurement
Measure a defined customer task with checked outcomes and relevant feedback, while showing who each result represents.
CX Measurement
Customer experience prioritisation
Prioritise CX problems by customer consequence, evidence and delivery effort, then check whether the chosen changes helped.
CX Measurement
Customer satisfaction versus task success
Understand the difference between customer satisfaction and task success, and how to interpret cases where the two disagree.
CX Measurement
Defining success before a customer journey redesign
Define a checkable customer outcome, change hypothesis, baseline and decision rule before redesigning a journey.
CX Measurement
Measuring effort without reducing service quality
An effort score asks how easy a customer found an interaction.
CX Measurement
Measuring trust after a resolved complaint
Define resolution, ask about future confidence after the outcome can be judged and report responses with their sample limits.
CX Measurement
Measuring whether channel switching solved the problem
Define the customer outcome, link contacts carefully and interpret resolution, repeat contact and missing data after a channel switch.
CX Measurement
Reporting customer feedback with sample limitations
Report feedback scores with response counts, coverage, nonresponse and method changes so readers know what the figures support.
CX Measurement
Separating a frequent annoyance from a serious rare failure
Separate the frequency of a customer problem from its consequence, choose a sound denominator and decide what each finding needs next.
CX Measurement
Testing redesigned customer experiences
Choose a suitable test for a redesigned customer journey, check the complete service outcome and make a bounded release decision.
CX Measurement
Testing whether a redesigned process is easier
A redesigned service process should be tested on the complete customer task.