Customer science: A new CIO imperative
A W. P. Carey research study investigates customer experience satisfaction.
In this article published July 15, 2024, on CIO:
The Center for Services Leadership at ASU's W. P. Carey School of Business periodically conducts a National Customer Rage Survey tracking customer satisfaction, complaint handling, and the alarming incidence of customer uncivility (i.e., rage). An emerging key performance indicator in the customer experience/satisfaction world is "rage clicks" — for example, when a user click a button sometimes five or six times because a website loads slowly or freezes. Should reducing or eliminating customer rage become an IT metric?
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