In the world of customer experience (CX) measurement, a 4 on a 5-point scale isn’t cutting it. These 4s are your Satisfied customers, and there are major differences between their behavior and your 5s—who are your Highly Satisfied customers. That’s why, at SMG, we use top box scoring. So you can see the gap between your 4s and 5s—and know how to fix it.
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