Contact Centre Research

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

Published On: 5th May 2017 08:00

According to our poll, 62% of contact centres are not measuring customer emotion in their metrics. This is despite recent research that suggests how emotion has the greatest impact on customer loyalty, more so than effort and success.

However, 32% revealed that they had incorporated emotion into their metrics, with the remaining 6% planning on doing so.

Poll – “Do you measure Customer Emotion in your metrics?” – answers

Yes – 32%
We are planning to – 6%
No – 62%

Source: Call Centre Helper Webinar: 10 Ways to Improve Customer Experience Sample size – 186 Date: March 2017

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

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