What open-ended questions and perception metrics would you ask to support the key measurement.
- What do you feel about the customer service you received?- Why might you use this product or service again?- What do you like best about your experience?- What influences your purchase or ordering decision?- What do you think the company can do to improve your experience?- What are your primary questions or concerns about this product or service?- What do you prioritize when shopping online?- Who would you recommend this product or service to?- How well does this product or service meet your needs?- How do you prefer a customer service team handles your possible complaints?
When you look at all the information together, what is your strategy?