Meaningful CX Metrics Lacking

While PR pros may find customer experience metrics helpful in forming outreach strategies, companies are falling flat on customer measurement. According to research findings in a report published in Nov. 2011 by Temkin Group—based on a survey of 228 companies with $500 million or more in annual revenues—41% of respondents feel they are doing a good job with their customer experience (CX) metrics program, while just 10% of them received a positive assessment in the report.