Hi KimberleeWe break it down so we can report on the CX scores for the last 7 days, and then share with the business so they can monitor trends and then we can tie it back to known issues like high wait times or delivery issues.I think if this is managed well then it can be as important as the sales number, or the call performance data
This is always an issue, with thought of I can just put the resource back on the phone, to make consumers happy.Is it possible to look at your standard retention or reorder rate, and then look at those who have returned negative feedback and you have responded to, and see what the retention rate is of those customers, in some early tests we have seen a 10% uplift in retention when the CX team have been involved
I would although not a big fan use a pie chart to display this, this would be dependent though on size of a response if its an exec committee the vol might be small and a simple graph shows what you need everyone to see
Thanks, yes i was been impatient!
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