Introducing The Uncommon Series

A series that goes back to basics, exploring the relationship between insights and different human science disciplines.  

This guide outlines how to measure the whole experience

Most organisations measure customer experience, but few measure what matters. Metrics like NPS and CSAT are popular for a reason. They’re easy to collect, simple to report and useful for benchmarking. But they only tell a fragment of the story because they track sentiment, not memory. They miss the emotional highs and lows, as well as whether the experience lives up to what was promised.

Effective measurement reflects how people experience the world. In this short, interactive guide, we explain how.

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