** Exclusively for SDI Members **
Customer requirements are changing rapidly but, do our performance metrics tell the full story? Performance metrics can indicate ROI on services and new processes yet, they do not always reflect the customer’s experience.
Sometimes customers do not attribute SLA targets and response times to their experiences with services. In such instances, traditional metrics are not as useful as we may think- there is more to the customer experience than meeting targets.
When we focus too much on service level agreement performance indicators, it’s easy to lose sight of the customer’s experience- Including the lived experiences of our consumers alongside our metrics can provide valuable insights for the business!
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