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How is the customer experience monitored to ensure that they are receiving a service in line with their expectation?

April 26, 2017customer ensure expectation experience line service

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How is the customer experience monitored to ensure that they are receiving a service in line with their expectation?

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Nivio deploys robots which login at random time during the day, and provide a stream of statistical data to, to ensure that the customer experiences stays within 5% standard deviation of the optimal customer experience measure. The Nivio forums are constantly monitored to ensure that there are no issues being highlighted.