The Customer Experience Dysfunction Index refers to how much customer effort is exerted to resolve a complaint or issue with a product or service. If the product or service issue is not easily resolved because of the company’s internal disorganization then the Customer Experience Dysfunction Index is high.
Customer feedback is a waste of time for many. It’s a waste of time for the customers to provide it, a waste for managers to review it, and waste of time for agents to receive it. Oh, and a waste of money to collect it and to summarize it. How can that be? The underlying [...]