Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics Related Articles 10 Customers Service Metrics to Measure Call Center Success and Performance Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience How to Use Inbound Call Centre Metrics to Drive Performance 1,250 Filed under - Contact Centre Research, Emotion, Metrics, Polls 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 Read more about - Contact Centre Research, Emotion, Metrics, Polls Recommended Articles 10 Customers Service Metrics to Measure Call Center Success and Performance Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience How to Use Inbound Call Centre Metrics to Drive Performance Related Reports eBook: Measure What Matters - Contact Centre Efficiency Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter