CE Measurement System
A commitment to Customer Experience Management requires more than an occasional customer satisfaction research project. It requires an ongoing system of inter-related measures. MAi Research's comprehensive CE measurement system has several levels of measures - from strategic to tactical. We realize that not all companies conduct research at all levels, but it is critical to understand how the research you are conducting fits into this comprehensive system.
The consultants within MAi Research's Customer Experience Practice help organizations design and implement research programs that fit their needs in order to provide the strategic and tactical insights they need for business success.
- Level 1: Customer research to set the strategic priorities for the customer experience and provide direction for resource allocation
- Level 2: Customer research to provide specific, actionable information for improving and/or innovating the high priority customer touchpoint experiences
- Level 3: Customer research to provide continuous, "real-time" customer feedback on customer transactions or service interactions
- Level 4: Internal metrics to monitor the leading indicators for touchpoint performance
MAi Research offers research and consulting solutions that address each of these critical components of the CE system.