THE LIVING BAROMETER: A GENERATIVE FRAMEWORK FOR CONTINUOUS SATISFACTION SENSING, ADAPTIVE CROSS-INDUSTRY BENCHMARKING, AND REAL-TIME STRATEGIC CALIBRATION

Paper ID: EIJTEM_2026_13_3_256-271

Author's Name: Semefa Elikplim Dzreke, Simon Suwnazy Dzreke, Evans Dzreke, Franklin Manasey Dzreke

Volume: 13

Issue: 3

Year: 2026

Page No: 256-271

Abstract:

Customer experience management remains constrained by a “Periodic Survey Trap,” where lagging indicators such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) provide only retrospective sentiment snapshots. This limitation reflects common cross-sectional analytical practices rather than inherent flaws in the metrics themselves, as longitudinal random-effects models reveal predictive power that static approaches obscure. To address this systemic latency, the Living Barometer (LB) was introduced as a generative five-component framework that integrates continuous sentiment sensing, decay-trajectory synthesis, dynamic benchmark calibration, autonomous intervention, and a distributed satisfaction ledger. By synthesizing real-time data streams, the system enables pre-emptive recovery before the churn occurs. However, the ledger introduces regulatory tension with General Data Protection Regulation (GDPR) Articles 17 and 25; compliance mechanisms such as supervised transparency preserve feasibility. Collectively, these elements establish Living Barometer Engineering as a new discipline that reframes customer satisfaction as a leading indicator of strategic agility, enabling organizations to anticipate experiential risks and sustain competitive advantages in high-velocity markets.

Keywords: Customer satisfaction, real-time analytics, generative AI, adaptive benchmarking, autonomous intervention, predictive experience management.

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