In this video post, Chris Travell, director of insights at MaritxCX explores the development of a blended or smart index as opposed to just looking at NPS or Overall Satisfaction (OSAT).
It has a number of benefits you may want to consider, especially when you combine it with an emotional component.
It’s important to consider the underlying behaviours when building an index, and a 'smart index' could help.
This article was originally published by MaritzCX
About Chris Travell
Chris Travell is passionate about trying to understand the automotive customer experience, and worked for Maritz Research and MaritzCX for almost 20 years. He is intensely interested in WW1 history, especially as it relates to the 3rd battle of Ypres, close-up magic, The Return of the Prodigal Son in the Hermitage Museum, and golden retrievers - but not necessarily in that order.