Ipsos Encyclopedia - Customer Experience Measurement

A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations.

Ipsos Encyclopedia - Customer Experience Measurement

Definition

​A system designed to measure the quality of the experiences and interactions that customers have with a brand or service across all touch points, and to drive customer centric action plans within organisations. Can include different types of research or measurement approaches such as customer journey mapping, relationship or transactional surveys, EFM (Enterprise Feedback Management), mystery shopping or social listening.

Customer Experience