Common Terms
What does VoC stand for?
Voice of Customer
What is the main metric we use at CAE to measure CX success?
Net Promoter Score
What are CX "Moments of Truth?"
Brief moments in a customer’s journey that can leave a strong impression, either positive or negative.
Customer Experience
How is NPS calculated?
% of Promoters - % of Detractors = NPS
Promoters: 9-10
Passives: 7-8
Detractors:0-6
What are pain points?
This is the term for areas in the customer journey where delays or frustration can occur.
What does NPS stand for?
Net Promoter Score
What is the famous NPS question?
How likely are you from a scale of 1-10 to recommend CAE to your peer or colleague?
Who is responsible for CX at CAE?
Everyone!