Some effective ways to gain insights that surveys wouldn't know to ask include conducting in-depth interviews, focus groups, and ethnographic studies. These methods allow for open-ended and exploratory discussions, which can reveal unexpected insights. Additionally, observing customer behavior directly, such as through usability testing or customer journey mapping, can provide valuable insights that customers might not think to mention in a survey. Lastly, analyzing customer data, such as usage patterns and customer support interactions, can reveal unspoken needs and frustrations.

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Understanding the relationship between specific Customer Performance Indicators (CPIs) and Key Performance Indicators (KPIs) is crucial for driving business performance. Once CPIs are determined, measuring them and seeing how they impact one or more of your KPIs can provide valuable insights. When the relationships between specific CPIs and KPIs are confirmed, teams can be held accountable to CPIs they can impact. This can help uncover customer frustrations, expectations, and target outcomes at specific points of their customer journeys, leading to improved customer satisfaction and business performance.

Teams can be held accountable to CPIs they can impact by first defining the CPIs and understanding how they relate to the customer's journey. Once these CPIs are determined, they should be measured to see how they impact the KPIs. When the relationships between specific CPIs and KPIs are confirmed, teams can then be held accountable for the CPIs they can influence. This process ensures that teams are focused on areas they can control and improve, thereby driving business performance.

CPIs (Customer Performance Indicators) and KPIs (Key Performance Indicators) play a crucial role in measuring business performance. CPIs help to uncover customer frustrations, expectations, and target outcomes at specific points of their customer journeys. They provide insights that surveys might not be able to capture. KPIs, on the other hand, are metrics that businesses care about and track to measure their performance. The relationship between CPIs and KPIs is important. Once CPIs are determined, they are measured to see how they impact one or more KPIs. When the relationships between specific CPIs and KPIs are confirmed, teams are held accountable to the CPIs they can impact. Thus, CPIs and KPIs together help drive business performance.

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KPI Dashboards (Part 2)

With Part 2 of our KPI Dashboards collection, report even more detailed metrics about your projects,...

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