November 10, 2011 – A new report from Temkin Group finds that only 10 percent of firms have good customer experience metrics programs. Temkin, a customer experience research and consulting firm, surveyed more than 200 customer metrics programs in large organizations. Through a self-assessment questionnaire, Temkin found that only 41 percent of executives look at customer experience metrics more frequently than once per quarter.
Companies use a wide range of metrics to track customer experiences. In general, there are four layers of customer experience metrics: behaviors, attitudes, perceptions and interactions. Metrics include measurements based on trackable characteristics that range from customer recommendations to brand preferences to emotional satisfaction to time on a call.
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