Measuring the effectiveness of CX initiatives is essential for continuous improvement. Common metrics include:
Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your business to others. Customer Satisfaction (CSAT): Assesses customer satisfaction with specific interactions or overall experience. Customer Effort Score (CES): Evaluates how easy it is for customers to complete a transaction or resolve an issue. Churn Rate: Tracks the percentage of customers who stop doing business with you over a given period.