Digital first, and always: Five critical metrics for measuring customer experience at federal agencies
Dynatrace
NOVEMBER 3, 2023
If they encounter delays during the form-filling process or the final “Click here to submit application or purchase” stage, it will lead to a negative CX. Then, they should investigate the source of the abandoned task: Which stages of the process are slow or confusing for users, to the point where they quit in frustration?
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