Tag Archives: customer satisfaction

How to Measure Customer Experience Beyond Net Promoter Score

How to Measure Customer Experience Beyond Net Promoter Score

According to a study by consultancy Walker Information, customer experience (CX) will overtake price and product as the key brand differentiator by 2020. In other words, satisfied customers will drive your business. Your task, then, is to improve your customers’ experience.

Continue reading...

Can Customer Surveys Advance What You Learn From Data?

Can Customer Surveys Advance What You Learn From Data?

Facebook recently announced a tweak to its News Feed. This is hardly something to get excited about: the social media giant alters its algorithms constantly, impacting everything from the content users ingest to the ubiquitousness of clickbait and the exposure of its Facebook Custom Audience ads.

Continue reading...

Customer Satisfaction is Not a Good Indicator of Customer Behavior

For years we’ve noticed a huge disparity between customer satisfaction figures and task completion rates. We gave a participant 10 tasks to complete on a particular website. The website had awful usability and she failed miserably at practically every task.

Continue reading...