Contact Centre Research

Most Contact Centres Do Not Measure Emotion in Their Metrics

Published On: 16th Jun 2017 08:00 - Modified: 19th Jan 2026

According to our poll, 56% of contact centres do not measure emotion in their metrics, despite recent findings suggesting that emotion has a greater impact on customer loyalty than effort or success.

Of the 41% of contact centres that do, most do so indirectly (e.g. through surveys), rather than directly (e.g. through interaction analytics).

Poll – “Do you measure Customer Emotions in your Metrics? ” – answers

Yes – Directly: 6%
Yes – Indirectly (e.g. comments box on Surveys): 35%
No: 56%
Not Sure: 3%

Source: Call Centre Helper Webinar: 7 Ways to Drive up Your Quality Scores Sample size – 134 Date: May 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 Do Not Measure Emotion in Their Metrics

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