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Task Performance Indicator: A Management Metric for Customer Experience

It’s hard to quantify the customer experience. “Simpler and faster for users” is a tough sell when the value of our work doesn’t make sense to management. We have to prove we’re delivering real value—increased the success rate, or reduced time-on-task, for example—to get their attention. Management understands metrics that link with other organizational metrics, such as lost revenue, support calls, or repeat visits.
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