Using the Service Dashboard

The Net Promoter Score (NPS), is an important indicator of customer satisfaction and customer loyalty. Respondents are asked to indicate...

The Digital Service Model consists of three layers: functional, rational, and emotional. Functional studies whether the path from question to...

The element of channel preference measures the way customers prefer to find information. Channel preference is measured twice in the...

The Customer Effort Score (CES) is an indicator that shows how much effort it takes to solve an issue in...

This element focuses mainly on the technological functioning of the website, and the accessibility of information. The theme element of...