Client-experience metrics, such as net promoter score, customer-satisfaction score, and customer-effort score, have proliferated over the past decade. However, many organisations still struggle with these metrics and need to avoid the pitfalls.
Journey-centric feedback. The heart of journey-centric measurement is the organizing principle of measuring customer experience at the journey level, as opposed to looking only at transactional touchpoints or overall satisfaction
More posts by Nadia Cristina
