Customer Experience Matrix

JANUARY 12, 2007

I spent some time yesterday researching metrics for customer experience. This was far from idle curiosity, since one of our premises at Client X Client is that businesses should focus on the single measure of customer lifetime value. Like behavior measures, these measure customer activities.

Mystery Shopper 48

Mystery Shopper Net Promoter Score Customer Satisfaction Customer Experience Management 48

InteractionMetrics

SEPTEMBER 17, 2019

Start by using mystery shoppers to document which customers are asked to take your survey — and how. This is when your survey data only comes from certain kinds of customers and doesn’t represent your customers at large. Toward the best customer surveys! Garbage in. Garbage out. Non-parallel Scales.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

Start by using mystery shoppers to document which customers are asked to take your survey — and how. This is when your survey data only comes from certain kinds of customers and doesn’t represent your customers at large. Toward the best customer surveys! Garbage in. Garbage out. Non-parallel Scales.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Another way to address and prevent customer service metric gaps is through mystery shopping.

Mystery Shopping 45

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 45

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Another way to address and prevent customer service metric gaps is through mystery shopping.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

CX Journey

APRIL 7, 2016

Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If If the customer says X, respond with Y.”) They may then monitor phone calls or use “mystery shoppers” to ensure adherence to the new rules. Instead, focus on leading “revolution indicators” (i.e.,

Mystery Shopper 59

Mystery Shopper Net Promoter Score Education B2C 59