Customer Experience Matrix

JANUARY 12, 2007

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. attitudinal measures such as customer satisfaction scores, net promoter scores, and customer comments.

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. An advantage of Net Promoter Score with its 0 to 10 scale, it that it has a natural midpoint of 5. Or maybe you bought a big-ticket item and were told they could come down in price for a good review?

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. An advantage of Net Promoter Score with its 0 to 10 scale, it that it has a natural midpoint of 5. Or maybe you bought a big-ticket item and were told they could come down in price for a good review?

Double-Barreled Question 40

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

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? Net Promoter Score – How likely is your customer to recommend your company’s services and products? 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

Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Net Promoter Score – How likely is your customer to recommend your company’s services and products? 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

They may then monitor phone calls or use “mystery shoppers” to ensure adherence to the new rules. Instead of worrying about typical customer satisfaction measures such as share of wallet and net promoter scores, organizations that aim for dramatic change should look at the number of new value adding service ideas put into practice.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56