6. Write short notes on: a) Customer Metrics b) E-mail/Direct Metrics c) On-site Web analytics technologies
- a) Customer Metrics
Customer metrics includes numerical scores or indices that summarize customer feedback results. These scores are normally based on customer ratings (e.g., average satisfaction rating with product quality) or open-ended customer comments (via sentiment analysis). Customer metrics reflect the underlying characteristic/mental processes about your customers: their opinions, attitudes, and behaviour about and intentions towards your company or brand. Some of the common tools employed to measure customer metrics are:
SMU MBA SUMMER 2016-2017
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