In customer experience measurement programs that include reimbursed purchases, there is often an assumption that participants will spend only up to the reimbursable amount.
When people call a business, they are simply looking for help. Maybe they want to ask a question, check on an order, or fix something that did not go right the first time.
Customer expectations are different now. It's obvious when using a mobile app or chatting with support that people want things to happen quickly, for instructions to be clear, and..
