Voice of the customer
A structured program for collecting, analyzing, and acting on customer feedback.
Explore this topic →Key driver analysis
Analysis of how individual experience attributes relate to an overall outcome, such as satisfaction. It helps teams focus improvement efforts.
Explore this topic →Net Advocacy Rating®
MSR’s advocacy metric: the percentage of Advocates minus the combined percentages of Critical and At Risk customers.
Explore this topic →Qualitative research
Research that explores motivations, perceptions, reactions, and context through methods such as interviews and focus groups.
Explore this topic →Quantitative research
Research that measures patterns, counts, proportions, or relationships using structured data.
Explore this topic →Brand awareness
How familiar an audience is with a brand, often examined using aided and unaided measures.
Explore this topic →Market segmentation
Research that identifies groups with relevant differences in needs, characteristics, or behavior.
Explore this topic →Mixed-mode survey
A survey approach that uses more than one collection mode, such as telephone and online.
Explore this topic →Action Alert
An APECS® notification that brings a negative customer experience to the attention of a responsible manager.
Explore this topic →Magical Moment
An APECS® notification highlighting a positive customer experience that can support recognition and learning.
Explore this topic →Idea Bank™
An APECS® best-practice sharing module built on knowledge and experience within the client organization.
Explore this topic →Conversation analytics
Analysis of customer and frontline interactions to understand service quality and performance against defined KPIs.
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