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


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: Robyn Coppell

Published On: 5th May 2017 - Last modified: 25th Oct 2021
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