The customers' opinion is a core information for any brand, gaining signi¬cance in recent years. The view customers have on brands in uences the purchase decision and determines whether they will repeat the purchase or subscribe again to a certain service.
The customer experience should be a goal for every company. It de¬nes various factors such as the CLV (Customer Lifetime Value), i.e., the opinion that is passed on to family and friends… which translates into loyalty and a more pro¬table, sustainable and organic growth.
However, controlling the customer's experience requires knowing the customers' opinion about us and thus being able to adjust whatever needed. There are two known indicators in all sectors, the NPS and the CSAT.