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Customer Satisfaction Scores Hide Problems

last modified Jun 15, 2017 05:04 PM
Marketing Week Article by Mohamed Zaki, 12 June 2017, on Customer Satisfaction Scores.

In this recent article, published by Marketing Week, Dr Mohamed Zaki discussed the issue around using customer satisfaction scores, such as NPS.

‘Customer satisfaction scores cover all manner of sins’

Customer satisfaction scores such as NPS hide your brand’s problems. Instead of focusing on a simplistic number, take a big data approach to analysing customer comments says University of Cambridge researcher Mohamed Zaki.  Click here to read the article in full.

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