Metrics and Tools Focus

Welcome to the Metrics and Tools Focus section of the Customer Champions website

This section is devoted to equipping you with the practical strategies you need. Whether it’s conducting Return on Marketing Investment investigations or the nitty gritty of online surveys, this is the place to be.

• Customer complaints – collecting the right feedback
• Customer Effort: is it worth it?
• What is the single measure I should use for measuring the customer experience?
• DIY online surveys: ten steps to maximising their value
• Customer Journey Mapping (CJM)
• Benchmarking survey results
• Engaging employees with customers
• Net Promoter Score (NPS) – a balanced view
• Do’s and don’ts of gaining customer feedback online
• Maximising Return on Marketing Investment