Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics Related Articles Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience Mastering Contact Centre Metrics: A Guide for Success How Emotion Analytics Can Benefit Your Business 1,224 Filed under - Contact Centre Research, Emotion, Metrics, Polls According to our poll, 62% of contact centres are not measuring customer emotion in their metrics. This is despite recent research that suggests how emotion has the greatest impact on customer loyalty, more so than effort and success. However, 32% revealed that they had incorporated emotion into their metrics, with the remaining 6% planning on doing so. Poll – “Do you measure Customer Emotion in your metrics?” – answers Yes – 32% We are planning to – 6% No – 62% Source: Call Centre Helper Webinar: 10 Ways to Improve Customer Experience Sample size – 186 Date: March 2017 Author: Robyn Coppell Published On: 5th May 2017 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Emotion, Metrics, Polls Recommended Articles Does Emotion Detection Really Exist? 10 Metrics to Help You Measure the Customer Experience Mastering Contact Centre Metrics: A Guide for Success How Emotion Analytics Can Benefit Your Business Related Reports eBook: Measure What Matters - Contact Centre Efficiency Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter