One of the important advantages of the dashboard is that it bridges the gap between the operational & executive aspects of a customer experience management programme.
For decisions to be in the best interest of an organization, it needs to be data-driven and this data comes from the multiple touch-points where the customers interact with the brand.
The Dashboard is one place where all the collected responses for the feedback questionnaire are aggregated and represented as meaningful numbers that facilitate the decision-makers.
It empowers the stakeholders with all that they need to rely and make decisions.
While we bring perception-based metrics such as the NPS® in the dashboard, several performance-based metrics can also be brought into the dashboard so that the dashboard contains a healthy mix of both these types of metrics. After all, performance drives perception. The metrics on the dashboard can be highly diagnostic in identifying process gaps. It identifies exactly what needs to be done in order to train the frontline employees in delivering a gold-standard customer experience.
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