Measuring Customer Experience with Dynamics 365 Customer Voice

Understanding the key to successfully improving customer experience is through measuring it. This blog post emphasizes the importance of measuring customer experience by using the Dynamics 365 Customer Voice system, which is an Enterprise Feedback Management system. Customer Experience is about how the customer feels after having an interaction with your business and these interactions can be grouped into three main types: products, services, and processes. To measure these interactions, Satisfaction Metrics are used, which are mapped to questions in a survey.

Four types of Satisfaction Metrics are used to measure customer satisfaction: CSAT or Customer Satisfaction, NPS or Net Promote Score, Sentiment, and Custom Score. Customer Voice will group the responses of a survey based on each type of metric and analyze them using Azure Cognitive services, and then store the results in Dataverse. 

This post also includes images that demonstrate certain metrics such as groupings of responders, survey questions, and response analysis. Overall, ensuring that you understand how customer experience can be measured using the right insights will help you take the necessary steps to improve your enterprise customer experience.

Stay tuned for the author's next blog, covering tracking and actionable insights.