Measuring Customer Experience Requires Fewer Questions Than You Think

customer lifecycle

Figure 1. Three Phases of the Customer Lifecycle A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception […]

Interpreting Net Scores and Mean Scores for the Likelihood to Recommend Metric

calculator on graphs

How do people interpret mean scores and net scores? Is there an advantage of using one metric over the other? I am studying these two different ways of summarizing data to determine the usefulness of each method. A popular metric in the field of customer experience management (CEM) is based on the following question: “How likely […]