The document outlines the importance of measuring customer experience through key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). It emphasizes the necessity of tracking these metrics throughout the customer journey to identify key touchpoints for improvement. Additionally, Sogolytics offers solutions for efficiently tracking customer experiences.

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3 Customer
Experience
KPIs That
Count
The Metrics You Need to
Measure and Improve
Customer Satisfaction

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Why KPIs
Matter
You can't manage what you
can't measure. KPIs help you
understand and improve
customer service.

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The Big 3 KPIs
Net Promoter Score (NPS) Customer Satisfaction Score
(CSAT)
Customer Effort Score (CES)

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Net Promoter Score (NPS) Measures customer
loyalty on a scale of 0-10.

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Customer Satisfaction Score
(CSAT)
Measures customer
happiness with a specific
interaction.

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Customer Effort Score (CES)
Measures how easy it is
for customers to get their
needs met.

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How Often to
Track KPIs
Track throughout the customer
journey, not just once a year.

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Key
Touchpoints for
Measurement
Focus on critical moments like
first purchase, product delivery,
and onboarding.

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Actionable
Insights
Use survey data to improve sales
processes, product quality, and
onboarding experiences.

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Sogolytics:
Your
Solution
Sogolytics makes
tracking customer
experience easy.
Start today!

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