Customer experience
Measuring what customers experience and deciding what to do about it — satisfaction measurement, service standards, complaint handling and the gap between the promise and the delivery.
2 articles
Why automated sentiment tools misread Gulf Arabic
Dialect, transliteration into Latin script and sarcasm all defeat them, and the resulting dashboard is confidently…
Reading a satisfaction score against what it can actually support
A national number and a branch league table need very different sample sizes. Publishing the second from a sample built…
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