What gets measured gets done!
Know what your customers think and say about you. Using CX metrics as internal reporting tools, you can recognise and make the changes you need to improve your customers’ experiences. This toolkit shows you how to develop a framework and methodology to capture, understand and act on customer feedback to drive positive financial outcomes.
This toolkit builds skills in your organisation to:
- use performance and customer feedback to improve CX
- check how effective your CX delivery is to customers
- set priorities to meet business goals