Customer Satisfaction Mystery Shopper Net Promoter Score 
Customer Experience Matrix
JANUARY 12, 2007
These measure company-controlled activities and the quality of the experience provided to the customer. Mystery shopper scores and other pure “experience” measures would also fall into this category, since they measure what the company does rather than how customers respond.
Comm100
AUGUST 21, 2018
Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Recommended for you: Complaining Customers Are Your Best Customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
AUGUST 21, 2018
Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Recommended for you: Complaining Customers Are Your Best Customers.
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.,
Expert insights. Personalized for you.
48 
Let's personalize your content