Customer experience

In Kano Model, the more the delighters, the

• Better satisfaction

• Better resolution

• Higher dis satisfaction

Speed of resolution is Mainly as

• Dis satsfier

• Satisfier

What is the best cst experience measurement tool to measure the brand?

The best cst experience measurement tool to measure the transaction is?

The benchmark for the top 2 boxes is...... and for the bottom Box is.............

what is the NPS for this advisor, if he received 20 surveys, with 3 calls rated 5, 2 calls rated 7, 3 calls rated 8, and 12 calls rated 9?

• 45%

• 40%

• 60%

If we are calculating the overall customer effort, given we received 7 surveys with score 1, 7 surveys with score 2, 10 surveys with score 3, 10 surveys with score 4, 5 surveys with score 5

• 2.9

• 2.1

• 3.9

• 2.7