Customer experience measurement and benchmarking
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12 January 2022
There is no agreed definition of the various terms used, but this working model is increasingly accepted in the customer industry to define Customer Experience (CX):
“Customer Service” is the core activity: the day-to-day delivery of activity from FM helpdesks, our cleaners, engineers and operatives on the ground, our managers, and the sector overall. It’s how we serve customers and get things done.
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