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The behavioural outcomes of an engaged consumer are what links CE to profits. From this point of view, "CE is the best measure of current and future performance; an engaged relationship is probably the only guarantee for a return on your organization's or your clients' objectives."
The customer franchise is, to all practical intents, the external alter ego of the brand, and hence can be seen as the mirror image of the brand franchise. The brand is how the producer typically sees the (internal) investment. The customer franchise is the outcome of that internal investment; the counterbalancing entry with the customers.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) [18] between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is ...
The ORS measures the client’s therapeutic progress while asking about their level of distress and functioning. The SRS measures the quality of the therapeutic relationship. [1] A number of studies and meta-analyses have demonstrated the benefit of routinely monitoring and using client outcome data and feedback to inform care. [4]
Performance indicators differ from business drivers and aims (or goals). A school might consider the failure rate of its students as a key performance indicator which might help the school understand its position in the educational community, whereas a business might consider the percentage of income from returning customers as a potential KPI.
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The ORS focuses on what has happened for the client between sessions and provides an early warning system for clients at risk of a negative outcome. [7] The results are discussed in a transparent manner to promote collaboration between the client and therapist in planning the next step, especially when there has been no progress. [8]
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