Metrics & KPIsCustomer Engagement Ratio
Definition
Customer Engagement Ratio is the proportion of fully engaged to actively disengaged customers. It is a measure developed by the Gallup Organization, and it’s based on an 11-item engagement survey that covers four key attributes of engagement: Confidence, Integrity, Pride and Passion. Confidence is the degree that customers believe the company will fulfill its promises. Integrity is the degree that customers believe the company will do the right thing, like solving problems. Pride is the
Tags
problem, customer, brand, purchase, solution, resolution, agreement