Contact Centre Research

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

Published On: 6th Aug 2026 08:00

According to our poll, 62% of contact centres are not measuring customer emotion in their metrics. This is despite recent research that suggests how emotion has the greatest impact on customer loyalty, more so than effort and success.

However, 32% revealed that they had incorporated emotion into their metrics, with the remaining 6% planning on doing so.

Poll – “Do you measure Customer Emotion in your metrics?” – answers

Yes – 32%
We are planning to – 6%
No – 62%

Source: Call Centre Helper Webinar: 10 Ways to Improve Customer Experience Sample size – 186 Date: March 2017

Reviewed by: Robyn Coppell

Most Contact Centres Still Don’t Measure Customer Emotion in Their Metrics

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