T.M.I. from your customers?


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Just when you think you have heard everything, you hear feedback from a customer and realize you haven’t.  During the customer experience measurement process, we ask customers to explain their rationale for scores on critical metrics and sometimes get “too-much-information” from them.  Our survey calibration process is used to protect agents from lewd comments while others just go in the “did he just really say that?” category.


“Hi.  I just spoke with you and you helped me with my problem.  I would like to thank you.  You did a very nice job.  If you were a stripper I would have left you a tip.  Bye.”

“My address on my mortgage statement was changed to my ex-husband’s girlfriend’s address.  How would you like that done to you?”

“The representative was very courteous and kind.  I appreciate her.  The only problem I’ve ever had is that our former banker has an affair with my husband.  We divorced and now they’re married.  So, in that area I’m not satisfied with the services this bank has provided.”


Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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