In this journey

1. For a given stage of the service journey, selects the appropriate metric (satisfaction, customer effort or likelihood to recommend) together with question wording, sample and timing that avoid steering the customer towards a positive answer and that represent the different customer groups, and documents the rationale for each choice.
2. Links survey, complaint and open-comment results with operational data to identify the root cause of dissatisfaction in a given case, and distinguishes a real change in results from one caused by a small sample or response bias.
3. Judges whether measurement outputs are ready for decision-making: distinguishes a specific recommendation with an owner, a deadline and follow-up of its effect in the next measurement cycle from a general, non-actionable one, and determines when an unusual signal calls for same-day escalation with a preliminary analysis and a proposed response.
4. Evaluates a sample of staff classifications of customer feedback and of how staff administer surveys, identifies errors and chooses the most suitable written feedback to correct them, and decides when an emerging new category requires updating the classification guide.