We have got to get scientific about the customer experience.
In a recent survey of more than 2,000 Top Team respondents globally we found that more than 70% said how important effective measures of customer satisfaction were needed.
And yet more than 80% of these then used non scientific approaches to measure satisfaction eg. CSi and NPS.
Worse than that more than half then used those measures to inform strategy for the future approaches of their organizations.
Ever felt like you fell down the rabbit hole?
We have got to get scientific about the Customer Experience