公开(公告)号：US20230058543A1

公开(公告)日：2023-02-23

申请号：US17890952

申请日：2022-08-18

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： PETER GRAF ,  JAMES Z. XIAO ,  ANTHONY BATES ,  CHRISTINA LINZY ,  NATHAN MAYER

IPC: G06Q10/06 ,  G06Q30/02

Abstract: A method for measuring experience quality. The method including: receiving key experience aspects (“KEAs”); administering pre-surveys to a representative subset of the experience audience, including an importance pre-survey requesting relative importance between the KEAs; and perception pre-survey requesting how closely perceptions align with each KEAs; calculating importance weights and perception weights based on the pre-surveys; performing a general survey process that includes surveying the experience audience to provide a quality rating indicating how well each of the KEAs was delivered based on their own experience; and calculating an Experience Index score as a measure of the quality of the experience that is an aggregation of the received quality ratings weighted by at least one of the importance weights or the perception weights.