According to Qualtrics' 2024 report, 73% of executives rank customer experience (CX) as their top investment priority over the next three years, yet only 28% of companies have a cross-departmental CX measurement system.
Best practices indicate that a single NPS (Net Promoter Score) is no longer sufficient. Companies need to establish multidimensional metrics, including Customer Effort Score (CES), sentiment analysis index, and digital channel abandonment rate. For example, after a European airline integrated a real-time feedback system and optimized its self-service check-in process, it reduced the CES from 4.2 to 2.8 (where 1 is the easiest), directly boosting the repurchase rate by 12%.
Another key action is closed-loop feedback: customer complaints must be flagged, assigned, and resolved within 24 hours. GlobalConnect’s customer experience management platform supports automated ticket assignment and AI summarization, reducing average handling time by 40%.
Industry experts recommend that companies regularly conduct customer journey map reviews, with a particular focus on cross-channel touchpoints (such as transitioning from an app to live agent) to prevent information gaps that lead to repeated explanations.