This document discusses key performance indicators (KPIs) that can help improve customer experience. It outlines several important KPIs for businesses to measure, including website traffic, conversion rate, customer churn rate, net promoter score, customer satisfaction, and average resolution time. Regularly monitoring these KPIs can help businesses understand customer needs, determine where improvements are needed, and enhance the overall customer experience.

1. Customer Experience
TOP KPIS THAT CAN HELP
IMPROVE YOUR
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With the marketplace competition growing at a fast-pace,
delivering an exceptional customer service that surpasses all
customer expectations comes as an easy option for business
survival and success.
But, this can be made easier by keeping a close track of the
business’s success rate and the factors that are impacting the
same.
In the realm of contact center business, measuring the Key
Performance Indicators (KPIs) is extremely important as doing so
can help you understand where exactly your business is going and
its pace of growth.
There are several KPIs that should be measured and improved to
enhance your customer experience. Some of these are as
mentione

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01
Marketing is no more just about promoting your products and
services. It is about reflecting the voice of the customers and
satisfying their needs
Therefore, measuring whether a company has been able to deliver
the products that are par to their expectations and the percentage
of ROI attained by them is important
Ascertaining these rates can help you determine the extent to
which your marketing campaign is effective and help you to attain
the desired ROI
RETURN
ON INVESTMENT (ROI)

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02
The number of visitors who visited your website through multiple
sources like advertising, social media platforms and email
campaigns is extremely helpful
This enables one to determine the steps and sources that can help
in creating the desired impact on the business output.
In other words, the higher the number of visitors on the website, the
higher the number of leads generated for the business.
WEBSITE TRAFFIC

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The time spent by a customer on your website is an accurate
indicator of its good or bad performance. However, the more time
spent on the website does not necessarily imply that it is delivering
an optimum performance.
For instance, an e-commerce website with multiple products can
have a higher time spent on the website as an indicator of good
performance.
On the other hand, a website offering self-service options should
have a low time spent by the visitor as this would imply that their
website is user-friendly and presents information in an appropriate
manner.
TIME SPENT
ON THE WEBSITE

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04
This rate is indicative of the number of visitors who take the desired
action or attain the desired goal out of the total number of visitors
on the website
To attain a high conversion rate, it is important to offer your
customers an experience they are looking for
This, in turn, would inspire them to move closer towards becoming
a valuable lead and hence, assist in attaining the desired goal.
CONVERSION RATE

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05
This refers to the number of people who stop making a purchase or
avail any service from your business. A high churn rate is bad for
your business and can be identified easily by ascertaining the
number of people availing your services at present in comparison
to those at the start
For instance, if the number dips down i.e. people stop availing your
services, then you have a high CCR and vice-versa
CCR can be calculated by dividing the number of lost customers by
the total number of active customers over a given period of time
CUSTOMER
CHURN RATE (CCR)

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06
It is the rate at which a brand is likely to be recommended by the
customers (promoters) in comparison to those who won’t endorse
it (detractors) at all
The higher number of recommendations implies a positive NPS
whereas a lower recommendation score leads to negative NPS
To calculate NPS, subtract the number of detractors from the
number of promoters present during a survey and then, divide
this number by the total number of survey respondents
multiplied by 100.
NET
PROMOTER SCORE (NPS)

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It can be defined as the average satisfaction score of the customers
for a given time period. This can be calculated by getting a
customer satisfaction survey filled by the customers and then
evaluating the same on various parameters.
Evaluating this score is important as this would help in
determining the average number of customers who are happy
with your services as well as the flaws in your services wherein you
need to put in some extra efforts for better services
CUSTOMER
SATISFACTION

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08
It is the time taken by the contact center to resolve a customer’s
query. If a business takes more time to resolve a customer’s query,
it would lead to a higher dissatisfaction rate among your
customers which can decrease your customer experience as a
result.
Therefore, it is important for the businesses to focus on delivering
immediate resolutions to their customers as the faster resolution
will lead to higher customer satisfaction score.
An inability to deliver an immediate solution would impact your
customer satisfaction score, which, in turn, would impact your
overall brand image
AVERAGE
RESOLUTION TIME

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CONCLUSION
Delivering the best customer experience is not a new idea.
Businesses, these, days, have been keeping their customers
informed and updated about the best things to buy and not to
buy from the market.
But, customers are much more conscious these days and hence,
they prefer not to rely solely on the information provided by the
marketer
Therefore, to gauge your performance, it is important that these
customer-related KPIs are properly monitored and the necessary
steps are taken to deliver an improved and enhanced performance

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