Customer experience (CX) metrics provide insights into various aspects of the customer journey and help organizations understand how well they are meeting customer expectations.
These metrics help organizations track their performance, identify areas for improvement, and align their strategies to enhance the overall customer experience and build lasting customer relationships. The selection of metrics depends on the company’s goals, industry, and the specific aspects of the customer experience they aim to measure.
Common CX Metrics
- Net Promoter Score (NPS): Measures customers’ willingness to recommend a company’s products or services to others. It is based on a scale from 0 to 10, with responses categorized into promoters (9-10), passives (7-8), and detractors (0-6). NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
- Customer Satisfaction Score (CSAT): Measures customer satisfaction by asking customers to rate their satisfaction with a product, service, or interaction on a scale (often 1-5 or 1-7). The average score indicates the overall satisfaction level.
- Customer Effort Score (CES): A score that assesses the ease with which customers can achieve their goals or resolve issues. Customers are asked to rate the effort required to complete a task or resolve a problem on a scale (e.g., 1-7).
- Retention Rate: The percentage of customers retained over a specific period. It indicates customer loyalty and a company’s ability to keep customers engaged and satisfied.
- Churn Rate: The percentage of customers who stop using a product or service within a given time frame. A high churn rate signals potential issues with customer satisfaction and retention.
- Average Resolution Time: The average time taken to resolve customer issues or inquiries. Lower resolution times often indicate better customer service efficiency.
- First Contact Resolution (FCR): The percentage of customer issues or inquiries resolved in a single interaction. A high FCR suggests effective customer service.
- Customer Return Rate: The percentage of customers who make repeat purchases, indicating satisfaction and loyalty.
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