Unifying Measures of Customer Experience and Satisfaction: Building a customer satisfaction measurement framework

Microsoft, a multinational technology company, introduced efficiencies and survey enhancements to monitor a much wider range of satisfaction indicators, allowing it to become a truly customer-obsessed organisation globally.

Preface

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinized version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. By introducing efficiencies and survey enhancements, aligning accountabilities, monitoring a much wider range of satisfaction indicators in the Satisfaction Measurement Framework (SMF), and shifting our focus from scores to stories, we've enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organization.

We will continue to incorporate a much wider breadth of customer and partner touchpoints and experiences into...

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