InteractionMetrics

DECEMBER 8, 2023

However, even the originators of NPS acknowledge that it’s not the best question and metric for every aspect of the customer journey. For this second side of the customer experience, deep observations via usability testing, employee studies, mystery shops, and performance evaluations are best.

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

SurveySensum

JULY 14, 2020

A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. in 2018 where his passion for delivering CX strategies for organizations was seeded in Mystery Shopping and Customer Satisfaction research. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

InteractionMetrics

APRIL 16, 2024

In an interview with The New York Times , Adam Grant said, “The feeling that something is uncomfortable is a signal that you’re about to learn something new.” An example of absolutist thinking is the assumption that one method, like a survey, or one metric, like Net Promoter Score, is sufficient. But it’s how we grow.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52