Don’t worry too much about which #cx metric to use.

Consider this from McKinsey & Company:

“Businesses often agonize over whether they have the right metric.

But our research shows that whether a company is using a net promoter score, customer-satisfaction score, customer-effort score, or another popular metric of the day, it matters less which score customer-experience managers choose than ***what they do with it.***

[emphasis mine]

No one metric is the best for all businesses or customer journeys, and best-in-class operators generally choose the metric that is most predictive of their desired business outcome, which can vary by industry.”


Worry about maximizing response rate.

Worry about closing the loop on customer feedback.

Worry about using feedback to drive meaningful improvement.

And sentiment and loyalty will increase.

How are you using your customer feedback programs to actually improve customer engagement and sentiment?
View Original Discussion and LinkedIn