Remove Customer Journey Map Remove Mystery Shopping Remove NPS
article thumbnail

How to Improve Customer Service: Quick Wins and Long-Term Strategies

InteractionMetrics

Combine this with mystery shopping to get an unbiased view. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Instead, focus on metrics like proactivity, courtesy, expertise, efficiency, and how well customers feel listened to. A shared vocabulary to align service goals.

article thumbnail

Top Customer Satisfaction Survey Companies of 2025

InteractionMetrics

Confero Confero has been around for nearly 40 years and specializes in mystery shopping and customer surveys. Their platform allows unlimited custom dashboard views, which makes it easy for management to organize customer insights in the way that works best for them.

article thumbnail

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.