displayName
CX Measurement Framework Setup
workflowKind
governance
triggerType
on-demand
typicalCadence
per-milestone
complexity
cross-team
description
Establishes the instrumentation and measurement framework for customer
experience metrics -- selecting primary CX metrics (NPS, CSAT, CES) with
appropriate survey methodology and sampling strategy, designing survey
instruments with validated question sets and response scales, implementing
survey delivery triggers tied to journey milestones and interaction events,
building real-time dashboards with drill-down by segment, product area, and
journey stage, configuring alerting thresholds for metric degradation,
establishing closed-loop follow-up workflows for detractor responses,
defining statistical significance criteria for trend reporting, and creating
executive reporting cadences with benchmark comparisons. Produces CX
measurement architecture document, survey design specifications, dashboard
wireframes, and alerting rules. Excludes survey content localization.