Customer experience measurement and benchmarking

Guidance note

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12 January 2022

Customer Experience Measurement

 

Overview

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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