— is devoted to customer surveys.
Other metrics followed: the Customer Satisfaction Score, the Customer Effort Score, measurements of the entire Customer Experience.
At the peak of the so-called sharing economy, customer surveys were all-powerful.
The glut of customer surveys has created an additional problem for marketers.
"We ask for customer feedback on these things all the time, but it's hard for a customer to give you immediate feedback, because a customer doesn't know what quality is yet."
Persons:
you've, I'm, They're, Brad Anderson, Fred Reichheld, Nick Lee, James Wagner, It's, Christine Moorman, Lee, That's, it's, hasn't, Anderson
Organizations:
NPS, Warwick Business School, University of Michigan's Institute for Social Research, Companies, Duke University, Institutional, Board, Health Service
Locations:
United States, Qualtrics, Bain, Warwick