Customer experience is all about customers, but it’s backed up by numbers. Metrics showcase the progress of customer experience initiatives and pinpoint areas for improvement. KPIs are also often connected to finances and play a crucial role in gaining additional funding for customer experience programs and showing the ROI. There’s a huge world of data out there, but here are the 20 best customer experience metrics for your business to paint a complete picture of the progress of your CX strategy.
Net Promoter Score. NPS shows the percentage of customers who would recommend your company to friends and family. It is the most commonly used customer experience metric because it is simple and relatively accurate. Customers are simply asked, “How likely are you to recommend this company to a friend or colleague?” on a scale of 1 to 10, which gives brands a good idea if their efforts are creating positive experiences.
Sales. This metric tracks the bottom line of a company and looks to see if the number of sales has increased over a certain time period or since a customer experience initiative began. Companies that focus on customer experience tend to make more sales, so this number should ideally increase with more emphasis placed on the customer experience.
Customer Loyalty. Loyal customers can be incredibly strong advocates for the brand. Track this metric by measuring how often customers return after their first purchase and prove their loyalty to the brand with regular purchases instead of going to the competition. Loyal customers have a proven track record of regular purchases.
Source – Forbes