The much discussed NPS-style 'Friends & Family' question is being introduced by the NHS in April 2013. But will this survey be asked at the right time in the patient experience? And how narrowly should their experience be framed?
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CEX has been steadily gaining acceptance as an indicator of commercial profitability. But does a customer actually include a company's ethical behaviour in their assessment of personal experience? In this article, we explore the theory and reality, and come up with a bottom line of our own.
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In the second of a series of Customer Experience Case Studies, we lift the lid on a positive experience that demonstrates what truly responsive customer service looks like.
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