Measuring the effectiveness of your CX initiatives is essential. Key metrics include:
- Net Promoter Score (NPS): Measures customer loyalty by asking customers how likely they are to recommend your business to others. - Customer Satisfaction Score (CSAT): Assesses how satisfied customers are with a specific interaction or overall experience. - Customer Effort Score (CES): Evaluates how easy it was for customers to complete a task or resolve an issue.
By regularly tracking these metrics, leaders can identify areas for improvement and measure the impact of their CX strategies.