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Unifying measures of customer experience and satisfaction

Date of publication: September 23, 2018

Catalogue: Congress 2018

Company:

Authors: Jeffrey Mercer, Mareth Cordell

Abstract:

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We’ve enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.

Jeffrey Mercer

Author

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Mareth Cordell

Author

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Unifying measures of customer experience and satisfaction

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

 

September 23, 2018

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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved April 18, 2025, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction


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Companies: Brain Brand Strategy, Banco do Brasil

October 19, 2020

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Citation

Lage, Gomes and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved April 18, 2025, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience


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Authors: Ruth McNeil, Mark Carpenter

 

June 15, 1994

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McNeil and Carpenter (1994a, June 15). Is customer satisfaction really reflected in traditional customer satisfaction measures?. ANA - ESOMAR. Retrieved April 18, 2025, from


https://ana.esomar.org/documents/is-customer-satisfaction-really-reflected-in-traditional-customer-satisfaction-measures-


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Citation

Mercer and Cordell (2018a, September 23). Unifying measures of customer experience and satisfaction. ANA - ESOMAR. Retrieved April 18, 2025, from


https://ana.esomar.org/documents/is-customer-satisfaction-really-reflected-in-traditional-customer-satisfaction-measures-