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