SatMatrix Crossword

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Across
  1. 3. A customer who actively promotes MetLife
  2. 6. The emotional and practical journey a customer has with a brand
  3. 8. A metric that asks, "How likely are you to recommend us?"
  4. 9. A person who interacts directly with customers to resolve issues
Down
  1. 1. Customer service metric measuring issue resolution on initial contact
  2. 2. A customer who is unhappy and may leave
  3. 4. A tool used to collect customer feedback
  4. 5. The process of improving customer satisfaction and loyalty
  5. 7. A score that measures how satisfied a customer is after an interaction