Gartner Research

Activating Customer Feedback: Frameworks for Successful Metrics Tracking

Published: 24 July 2017

ID: G00344308

Analyst(s): Market Insights and Analytics Research Team

Summary

This research examines various satisfaction and loyalty metrics. Based on conversations with Insights professionals and extensive secondary research, this research outlines metrics frameworks and examples of how organizations improve decisions using customer feedback.

Table Of Contents

1. From Touchpoints to Journeys

2. Crafting the Customer Journey

3. Forming a Customer Feedback Measurement Framework

Loyalty Metrics

Transactional Metrics Spotlight: Satisfaction Scores

Relationship Level Metrics

Organizational Metrics Spotlight: Net Promoter Score

Transactional Metric Spotlight: Customer Effort Score

Monetary Outcomes Metrics

4. Creating an Action Plan

Conclusion

Endnotes

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