Shift from Measuring Customer Satisfaction to Measuring Customer Sentiment

Keith Povey

Director of Marketing at Shift from Measuring Customer Satisfaction to Measuring Customer Sentiment

Learning Objectives

April 23rd 1985 was a seminal day for CX (before CX was even a phrase!) – find out what we can learn from that time and how in 2021, we could be doing better. Understanding customer satisfaction is a good place to start, but it doesn’t give you the full story, in this session Keith will take you through why this is the case. Furthermore, understanding what your customers want, need, think and feel is data that should be glued to the core of not just your CX strategy but also your business strategy.


Key Takeaways:



  • How measuring customer satisfaction evolved

  • Importance of customer satisfaction

  • Utilising customer feedback effectively