Medallia’s PDF explains how to select a primary customer experience metric by evaluating clarity, relevance, and impact on business goals. Metrics like Net Promoter Score (NPS), Top-2 Box Satisfaction, and mean scores vary in sensitivity, ease of interpretation, and ability to drive action. A good metric should link to financial outcomes, differentiate excellent performance, and be easy for employees to understand. The report emphasizes choosing a single clear question, supplementing with open-ended responses, and ensuring sufficient sample sizes. Tailoring metrics to business-specific drivers yields more actionable insights and better strategic alignment.

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