Customer experience Quote by Pearl Zhu
““A true Net Performance Score will take into account many aspects of a typical customer engagement.””
About This Quote
Source Conference: Net Performance Metrics Summit, 2021
A comprehensive Net Performance Score should reflect all facets of a customer’s interaction, not just one metric.
In simple terms: Measure all parts of customer experience.
Key Takeaway
Include multiple engagement factors in performance scores.
Themes
customer experience
metrics
performance evaluation
Mood
analytical
practical
Type
business
strategic
When to use this quote
- product development
- customer support
- marketing strategy
Key Concepts
business analytics
service design
Questions to Reflect On
- What dimensions are most critical for your customers?
- How can you balance quantitative and qualitative data?
A Different Perspective
May be hard to weight each aspect fairly.
