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Roundtable: Identifying, Measuring & Aligning Critical Customer Experience Metrics

Are your customer experience metrics a true reflection of how your customers feel? Are you drawing meaningful insights from these metrics and driving measurable change? Or are you even measuring the customer experience at all? Regardless of how you answer, you’re probably not alone. A recent study conducted by Salmat revealed 39% of Australian organisations measure Net Promoter Score (NPS) yet a third of those do nothing with the data!