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.
1. From Touchpoints to Journeys
2. Crafting the Customer Journey
3. Forming a Customer Feedback Measurement Framework
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
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