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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