Measurement

How to pick the right sample for your analysis

How to pick the right sample for your analysis

Unless we are lucky enough to have access to an entire population and the capacity to analyse all of that data, we have to make do with samples from our population to make statistical inferences. Choosing a sample that is a good representation of your population is the heart of a quality analysis, as all of the fancy statistical tricks in the world can’t make accurate conclusions from bad or biase... »

The Meaning of Scale Values for Likelihood to Recommend Ratings

The Meaning of Scale Values for Likelihood to Recommend Ratings

Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention (likelihood to leave), advocacy (likelihood to recommend) and purchasing (lik... »

Respondents Needed for a Study about the Use of Net Scores and Mean Scores in Customer Experience Management

I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research.  In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I am studying two different ways of su... »

Map of US Hospitals and their Health Outcome Metrics

Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two key outcome measures: 1) Mortality rates and 2) Re-admission rates. These outcome measures were used to calculate new outcome metrics (Survival Rate and Non-Readmission Rate) where higher scores reflected better performance (scores can range from 0 to 100... »

Map of US Hospitals and their Process of Care Metrics

Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care.  These percentages were translated into scores that ranged ... »

How Reliable is your CEM Program?

Companies rely on different types of statistical analyses to extract information from their Customer experience management (CEM) data. For example, segmentation analysis (using analysis of variance) is used to understand differences across key customer groups. Driver analysis (using correlational analysis) is conducted to help identify the business areas responsible for customer dis/loyalty. These... »

Measuring The Customer Experience Requires Fewer Questions Than You Think

Measuring The Customer Experience Requires Fewer Questions Than You Think

A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception of, and attitude about, different areas of your company or brand across the entire cust... »

What does the 5-point/star mobile app rating tell us about user loyalty?

I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today’s post is about the measurement of user loyalty toward mobile applications. Does the 5-Point/Star Rating Measure User Loyalty? The 5-point/star rating scale has become the default mobile app loyalty metric in mobile app stores. In a globa... »

20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback programs are designed to help them understand their customers’ attitudes and experiences to ensure they are delivering a great customer experience. The ultimate goal of a customer feedback program is to maximize customer loyalty,... »

Measuring Customer Satisfaction and Loyalty (3rd Edition)!

Updated book on measuring customer satisfaction: Measuring Customer Satisfaction and Loyalty (3rd Edition). Bob E. Hayes, Ph.D. updates his best-seller about how to construct, evaluate, and use questionnaires, and adds a new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of re... »

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