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



1,044

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

Published On: 5th May 2017 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, , ,


Recommended Articles

A photo of children reaching to measure
10 Metrics to Help You Measure the Customer Experience
How to Measure Customer Emotion
A photo of a business person racing on a cart
How to Use Inbound Call Centre Metrics to Drive Performance
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.