|Author(s): John Jennick, Gary Schwartz
Collection: Congress 2006 - Foresight - The Predictive Power of Research
Keywords: Web Panel, Customer Satisfaction Studies
ESOMAR Best Paper Award 2006/2007
|PDF version (download)|
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This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle.
The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and Egg contact centres, and how this translates to increased value to Egg's business.