Measurement Framework


Measurement Framework






Course Objectives

The path to NPS success begins with a measurement framework that is designed not only to capture trustworthy customer feedback but to enable prioritization, engagement and a continuous view of the customer experience. In Course 2, “Measurement Framework,” we take a detailed look at this essential building block of NPS success, moving from customer journey mapping to survey design to social media, so that you emerge at the end equipped with the tools and best practice knowledge you need to create an NPS measurement program which can optimize value, ensure buy-in, and empower intelligent action. Lessons in this course will enable you to:

  • Map the customer-journey to your listening strategy
  • Optimize your sampling, segmentation, and data strategy
  • Employ best practice in survey design
  • Understand the relative merits of customer experience metrics
  • Discover the power of social media data