Measuring Moments of Truth:

Prioritizing Your Measurement of Quality of Customer Experience

October 11, 2001

Quality of experience (QoE) has been getting more attention these days, for very good reason—executives have become uneasy about how well their systems deliver services. But we think Quality of Customer Experience (QCE) is a different metric, representing far more important issues than QoE. QCE metrics include the IT responsiveness metrics currently connoted by QoE, but, more importantly, they measure customer outcomes and customer moments of truth. If you aren’t delivering for your customers on these fundamentals, your customer relationships are on shaky ground. You need to understand the difference between QCE and QoE in order to establish the right plans, incentives, responsibilities, metrics, and tools to manage the quality of your customers’ experiences.


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