What Are Key Metrics for Measuring Customer Experience?
Measuring CX is essential for understanding its impact and identifying areas for improvement. Key metrics include:
Net Promoter Score (NPS): Measures customer loyalty and the likelihood of customers recommending your business to others. Customer Satisfaction (CSAT): Gauges customer satisfaction with a specific interaction or overall experience. Customer Effort Score (CES): Assesses how easy it is for customers to get their issues resolved or complete a task. Churn Rate: Indicates the percentage of customers who stop doing business with your company over a given period.