Across the globe people are measuring the customer experience with metrics like Net Promoter Score , Customer Satisfaction, or Customer Effort Score. These are very good metrics to measure the perception a customer has as they effectively measure the (perceived) Value for the Customer.
What these don’t tell is what the Value for the Business, all the while organizations want to understand this. These metrics don’t tell either is what the context was
under which these perceptions were created.
And yet, this is where the key lies. This is one of the traps people have when they create surveys.
Michel Stevens, host of Table 7, Course Director of CX Master Academy and CX expert extraordinaire pairs up with Frances Chapireau, Founder, Customer Experience Consultant and Facilitator of the LEGO®️ SERIOUS PLAY®️ Method. Together they dive into common issues when performing surveys and what you need to pay attention for. A good half an hour of your time, but a lifetime of wisdom (and better surveys) guaranteed!
