“According to research firm Gartner, 89 percent of brands believe that customer experience is their greatest differentiator, but too many companies are using outdated or limited metrics for measuring customer experience success. “
“There is no one-size-fits-all when it comes to customer experience. However, using a single-question survey like NPS or CSAT in conjunction with a deeper measurement – such as System Usability Scale, USERIndex, or even a measurement index designed in-house — will provide the most complete results.
Whatever combination of gathering customer feedback you choose to measure the success of your efforts, understanding your customers is only part of becoming a customer-centric organization. Responding to that feedback and improving your digital properties as a result will boost your entire brand.”