Measuring Customer Experience Without Surveys

Wednesday, November 20, 2:45 pm - Main Stage

Researchers typically rely on survey data to measure customer experience. Peter Wilson believes that there are inherent flaws in this process, due to satisfaction survey fatigue, inappropriate use of the Nett Promoter Score (NPS), research bias caused by those who are more willing to participate in research, and any potential incentive which is provided to the respondent, should they agree to complete a survey.

In his presentation, Peter will explore these flaws in more detail and will examine whether technology has the potential to provide us with a more objective and reliable means to measure customer experience.