Gartner Research

The Best Way of Measuring Customer Experience in CSPs

Published: 08 June 2016

ID: G00295696

Analyst(s): Charlotte Patrick


Metrics for understanding communications service provider customer experience are evolving and bringing new types of insights. Business unit leaders can understand the full range of metrics used and how they can best be exploited individually, and in combination, to maximize effectiveness.

Table Of Contents
  • Key Challenges



  • Individual Customer Experience Index
    • Calibrating the Psychology of ICEI
    • Prioritize the Use Cases for ICEI
  • Customer Effort Score
    • Start by Using CES in Key Customer Interactions
    • Move From Person-to-Person Interactions to Measuring Digital Services
    • Finally, Focus on CES That Monitors Effort Across Complex Processes
  • Maximizing the Benefits of Relational NPS
    • Working With the Strengths of NPS
    • Bypassing the Disadvantages of NPS
  • Creating a Metrics Program
    • Achieve Consensus Around Your Strategy
    • Ensure You Have a Breadth of Metrics
    • Assess the Assembled Metrics for Additional Investment Needs
  • Operational and Technical Changes
    • Increasing Employee Engagement With Metrics
    • Consider New Customer-Focused Activities Alongside Metrics Creation

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