Measuring the Customer Experience with the Task Performance Indicator
Tue, Dec 8, 2015 11:00 AM – 12:00 PM EST
Customer satisfaction surveys are an unreliable way to measure the true customer experience on your website or app. Customers are simply not accurate when they are asked to describe their experience.
The Task Performance Indicator gives customers clearly defined tasks and then observes their ability to complete these tasks. It gives you a management metric of the customer experience that you can control, because if you make the task easier, then the Task Performance Indicator score will improve.