It makes little sense to measure the experience of a customer with a negative aspect such as a complaint, by asking to what extent they would recommend the company to others. In cases like that, the Customer Effort Score can do the trick.
As an organization, how do you figure out when a customer is really excited? How do you measure results and set customer-centric goals, challenges and targets? In what ways do you make customer enthusiasm concrete for your employees? And how do you encourage colleagues to perform the maximum for the customer every day?
