CCA Customer Experience Council Update
Great customer experience session in London in the beautiful Gallup offices, overlooking the Thames. An incredibly busy day with the launch of our bi-annual benchmarking results. The great news is that the average c-sat measure for the group has gone from 84% to 86% however the real value in the group was understanding how and what to measure, and crucially the impact measurement has on improving operations for better customer experience.
Thanks to John at Tesco for Chairing another great session.