Director of Insights, Automotive Europe MaritzCX
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Video: Building a smart index into your customer experience program

27th Mar 2018
Smart index

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

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