Customer Experience Metrics.

By Global Trust Association

31 October, 2019 | 21:10hrs

Metrics are important mechanisms to measure an organization’s performance against its strategic goals and objectives. Most of these tools focus on measuring the product’s performance or business management efficiency and scarcely collect information on the customer’s perception of a brand, product, or service.

To assist in decision-making, metrics must be measurable, achievable, cost-effective, reliable, and understood as a key factor in adopting new patterns. If something can be measured, then it can be improved. Therefore, creating a system adapted to the organization, the business model, and the target audience allows adequately measuring the customer experience.

These are the most commonly used customer experience metrics:

  • NPS (Net Promoter Score) measures the degree to which people would recommend a brand, product, or service.
  • CCR (Customer Churn Rate) measures customer attrition and reasons thereof.
  • CSI (Customer Satisfaction Index) measures customer satisfaction with the product, service offered by the organization.
  • CES (Customer Effort Score) measures the effort exerted by customers in carrying out an action, purchase.
  • CRR (Customer Retention Rate) is a retention metric used to know customer loyalty.
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