Data underpinning each of the 3 core service contact components - emotional, rational and effort - are collected through survey research.
Structural Equation Modelling, survey responses are weighted according
to their relative impact on the service occasion, and then scored. For
example, emotional input is likely to be weighted more highly for a
customer lodging an insurance claim after their home has been burgled,
than for a customer simply updating their details after moving house.