How To Measure Customer Experience? 3 Essential Metrics

Why do you need to measure customer experience?

The reason to measure customer experience is fairly simple. Companies need the overall experience and perception of their brand in the eyes of customers. It becomes essential for businesses to track CX and evaluate the improvements or deterioration of experience with changes in the business workflow.  

Now, since CX is such an encompassing aspect that some people perceive it as a subjective concept. However, certain metrics can be deployed and used to quantify and measure customer experience. These metrics can be used individually or in a combined form to get a holistic picture of customer experience. 

Below are the metrics used to measure CX:

Customer Effort Score (CES)

The journey the customer has to take must be as simple as possible. Customer Effort Score measures the experience of a service in terms of how much effort did the customer had to put to carry out an action. 

CES Surveys are direct interactions of customer success teams with customers with questions to determine the ease to resolve an issue 

or rate their overall onboarding experience, for example.

Net Promoter Score (NPS)

NPS is one of the primary CX metrics that measures the loyalty of a customer. It establishes a simple quantification on a scale of 0 to 100, which represents customer experience. 

A simple rating question like, ‘On a scale from 0 to 10, how likely are you to recommend this service to a friend?’, is a perfect example of the NPS survey. You can create follow-up questions depending on your product or service.

Customer Satisfaction Score (CSAT)

Unlike the NPS Survey where we collect and quantify the overall brand experience, in CSAT we focus on certain touchpoints. CSAT measures customer satisfaction at these touchpoints and interactions of high value to the business.

CSAT is somewhat a subset of NPS where we get the satisfaction score to represent the customer experience. Generally, we use a 5 or 7 point scale along with binary yes/no answers.

Customer Experience Digital Transformation

Animesh is a technical writer at Nablasol and loves to see businesses and agencies take charge of their social footprint and put a human touch behind the brand. He loves to trek and will never say no to ice cream. Follow him on Twitter @Neonsaber7

GET INDUSTRY INSIGHTS & BUSINESS KNOW HOW

Whether you’re a small business or an enterprise owner, we’re here to help you reach your goals.

Subscribe Now

    Nablasol is committed to your privacy. By submitting this form, you acknowledge Nablasol uses your information in accordance with its Privacy Policy. You may unsubscribe from our communications at any time

    GET INDUSTRY INSIGHTS & BUSINESS KNOW HOW

    Whether you’re a small business or an enterprise owner, we’re here to help you reach your goals.

    Subscribe Now

      Nablasol is committed to your privacy. By submitting this form, you acknowledge Nablasol uses your information in accordance with its Privacy Policy. You may unsubscribe from our communications at any time

      Recommended For You

      What Is Service Delivery Automation & Why Is it Important?
      Digital TransformationProcess Automation

      What Is Service Delivery Automation & Why Is it Important?

      In this blog, we talk about 6 actionable sales and marketing automation tactics that will help you increase the conversion rate. 

      What Does It Mean To Be An Agile Company?
      Agile InnovationDigital Transformation

      What Does It Mean To Be An Agile Company?

      In this blog, we understand the insights and cultural shifts in an agile company post-adoption of agile innovation.

      SugarCRM Integration Solutions for Smooth Operations
      CRMDigital TransformationSugarCRM

      SugarCRM Integration Solutions for Smooth Operations

      In this blog, we talk about unlocking the potential of Sugar CRM integration to automate operations, increase efficiency, and improve integration.