Submitted by Sarah Fell on Thu, 07/05/2020 - 18:27
Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.
Dr Mohamed Zaki and Professor Janet McColl-Kennedy, worked with CSA partners to devise a more nuanced way of understanding the customer experience using machine learning.
Read the article here.
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