Manager, Passenger Experience Delivery
10:50 AM Panel Discussion: Developing Effective Metrics to Measure CX Improvements Accurately within your Organisation
CSAT and NPS have long been the stalwarts in CX measurement. Now that we’re all looking to differentiate our brand by offering an experience tailored to our unique customer, doesn’t it make sense to develop a unique set of indicators for customer happiness and CX performance? While the NPS and CSAT might still be a handy benchmarking tool moving forward, developing a measure more reflective of your customers’ interaction with your product could be the key to gaining competitive advantage and enhancing connection to the customer. In this panel discussion:
- How has your organisation gone about understanding what your ideal ‘happy’ customer looks like?
- How have you been able to collect information to track customer happiness/satisfaction? Was this done through feedback? Or data? Or perhaps a combination?
- Have their been any tangible changes in customer sentiment as a result of better understanding customer happiness?
- Are there better approaches out there than the NPS and CSAT? Is there the need for the creation of industry specific NPS type indicator?