Unfortunately, survey fatigue is a very real problem, so organisations need to measure performance in a way that is engaging for customers with minimal disruption. At the same time, ensuring you get the customer satisfaction and experience metrics needed to inform the business and customer experience strategy.
How we navigate customer satisfaction metrics
Measuring Customer Satisfaction
CGA’s practitioners have designed dozens of customer experience metric programmes. Our focus is on designing a programme that works for you and your customers and isn’t about “chasing a number”. This means providing the business with the right insight at the right frequency, whilst ensuring customers don’t feel pestered and frustrated.
We don’t jump on the latest measurement trend, but rather identify what matters most to your customers, usually using our Heartbeat® Diagnosis, and then design your customer satisfaction or customer experience metric programme to track performance against these factors, alongside overall measures that will genuinely be useful within the business.
Heartbeat® is CGA’s proprietary methodology for providing in-depth insights on your customers’ experience.
We use our proven techniques to deliver a bespoke end-to-end experience map, showing your customers’ journey mapping, needs and expectations, and how you perform against these, throughout their lifecycle.
Heartbeat® can be used to design your customer experience metrics and satisfaction measures in such a way to track your performance improvement against your customers’ moments of truth and pain points.