Iurii Kim · Data Scientist · | Scholar ✭✭

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  • Hi @Patrick Martin We absolutely do. It's included in the questonnaire sent to customer after an incident has been processed. Goes like this: Please indicate how much you agree with the following statement: *company name* made it easy for me to handle my issue. Scores 1-5. Simple, but it really gets the job done.
    in Customer Effort Score - Are you measuring it? If so, how and when? Comment by Iurii Kim August 2020
  • A whole bag of different things in our case, whatever works best. The approach is to find the most efficient and suitable tool that exists out there and implement it in our environment. Due to my empirical background, I do tend to use Stata as my main software package - it allows for more complex calculations that, if set…
    in Reporting & Analytics Technology Recommendations? Comment by Iurii Kim July 2020
  • Greetings everyone, Name's Iurii Kim, I am from SAP Product Support, based in St. Leon-Rot, Germany. Most of my background is in the frame of empirical research, which I currently apply to different questions among Customer Success topics. Excited to be a part of the community!
    in Community Introductions Comment by Iurii Kim July 2020
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