There are various ways you can approach the measurement of CX. Either you can take a holistic view and from a customer journey perspective identify common touchpoints and areas where you can assign KPI\u2019s for each overarching area in the customer journey and have one overarching metric. Or you can go even deeper and identify ways to measure CX at each touchpoint and interaction. You\u2019ll have to find a way to make the measurement relevant to your business, customer and organisational capacity and maturity.<\/p>\n
A good starting point is to find at least one KPI to measure and follow-up on CX, instead of having none at all.<\/p>\n
<\/p>\n
Here are some suggestions for metrics that you can use as an indication for customer experience and satisfaction, beyond<\/strong>\u00a0NPS\u00ae<\/a>:<\/p>\n <\/p>\n Helps you identify how many customers that leave your company during a specific timeframe. You\u2019ll get this by dividing the amount of lost customers with the amount of new customers during a period of time.<\/p>\n <\/p>\n Or number of customers that join any loyalty club that you may have. This helps you understand if your customers find your brand good enough in terms of wanting more from you. An indication of a relationship if you may.<\/p>\n <\/p>\n In any customer surveys you do, even in newsletters. Design a scale where the customer can easily grade their experience with you. Ensure you use the same scale throughout the company.<\/p>\n <\/p>\n Either it\u2019s product or company reviews on Facebook, this can give your brand insights on what type of customer experience you provide.<\/p>\n <\/p>\n How long does it take to respond to customer queries in the channels you are present in?<\/p>\n <\/p>\n Before closing queries. Are these improving? I.e are customer support closing queries quicker?<\/p>\n <\/p>\n Add this to your social listening and analytics to follow up on the tone of the online conversations about your brand.<\/p>\n <\/p>\n <\/p>\n Download my free Customer Experience Workbook, complete with more insights and templates to get started today.\u00a0<\/a><\/p>\n Photo by\u00a0Ishan @seefromthesky<\/a>\u00a0on\u00a0Unsplash<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" There are various ways you can approach the measurement of CX. Either you can take a holistic view and from a customer journey perspective identify common touchpoints and areas where you can assign KPI\u2019s for each overarching area in the […]<\/p>\n","protected":false},"author":1,"featured_media":6187,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[181,129,177,147,180],"_links":{"self":[{"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/posts\/5841"}],"collection":[{"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/comments?post=5841"}],"version-history":[{"count":3,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/posts\/5841\/revisions"}],"predecessor-version":[{"id":6189,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/posts\/5841\/revisions\/6189"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/media\/6187"}],"wp:attachment":[{"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/media?parent=5841"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/categories?post=5841"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.veronicastenberg.com\/wp-json\/wp\/v2\/tags?post=5841"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Customer churn rate<\/h5>\n
Loyalty club member acquisition rate<\/h5>\n
Customer satisfaction scores<\/h5>\n
Reviews<\/h5>\n
Response times<\/h5>\n
Customer Support query resolution\/case times<\/h5>\n
Sentiment<\/h5>\n
\nWant more insights on how to work with CX for you brand?<\/h5>\n
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