Which of the following metrics includes customer surveys and reviews?

The correct choice focuses on qualitative metrics, which assess non-numeric data that provides insights into customer opinions, sentiments, and experiences. Customer surveys and reviews are prime examples of qualitative metrics as they capture detailed feedback, emotions, and perceptions from customers, offering a deeper understanding of their preferences and experiences with a product or service.

Qualitative metrics are essential for companies looking to improve customer satisfaction and engagement because they cut through the numbers to reveal the 'why' behind customer behaviors. This data can guide decisions regarding product development, marketing strategies, and customer service improvements, making it invaluable for a comprehensive view of customer satisfaction and brand loyalty.

In contrast, other options like quantitative metrics focus more on numerical data and statistics, performance metrics track the effectiveness of specific campaigns or initiatives, and output metrics measure the results of certain activities but might not necessarily delve into customer sentiment in a nuanced way.