Sure, your KPI metrics for all aspects of CXM need to be defined. Even more important is the execution and collection of the related KPI data in an unbiased way: setting up the right processes and technologies to capture the data you need. However, what is the value of continuously requesting customers for high scores to obtain bonuses for your team? what is the value of collecting NPS values without the option of written feedback? or even worse, what is the value of collecting customer or patient feedback but never closing the loop back to them?
We help you to integrate the metrics in the surveys, keep it simple and yet effective for all parties. Bringing the right data to your attention, unbiased at the right moment in time.
Not familiar with these basic metrics? Want to know more on how we can help you? Book a meeting to drill down in our approach.