Ready to improve your customers' experience? Start by identifying what you'll measure to set a baseline and track how improvements impact important KPIs.

1. Customer Experience
3 KPIs That Count
by James Cash Penney
“Courteous treatment will make a
customer a walking advertisement.”

2. While customer
experience may
seem broad and
immeasurable, CX
can be improved by
targeting specific
KPIs for
improvement.

3. 1.
Net Promoter
Score (NPS)

4. Net Promoter Score is a
cross-industry standard
index used to measure
customer loyalty.

5. The goal is to maximize your
number of Promoters while
minimizing your Passives and
Detractors, thereby
increasing your NPS.

6. 2.
Customer
Satisfaction
Score (CSAT)

7. The CSAT measures how
happy a customer is about a
specific product, transaction,
or interaction with a
company.

8. CSAT scores are typically
expressed as a percentage
scale – the higher the
percentage, the higher the
satisfaction.

9. 3.
Customer Effort
Score (CES)

10. CES is a customer
satisfaction metric that
measures customers’ ease of
experience.

11. The easier your organization
makes it for customers to
resolve an issue or take
advantage of your offering,
the better your CES.

12. The idea behind this metric
is that organizations can
boost customer loyalty by
reducing customer effort.

13. You can’t manage
what you can’t
measure.

14. Why is it
important to set
customer
experience KPIs?

15. Set, track, and review
relevant KPIs and metrics so
that you can gauge whether
your customer service efforts
are paying off – and fine-
tune strategies as necessary.

16. How often
should you track
and review KPIs?

17. Ideally, you should be
tracking and reviewing your
customer experience KPIs
throughout the entire year.

18. Automate and integrate
measurements with your
existing processes, collecting
feedback from your
customers at exactly the
right moment.

19. Addressing an issue before
it’s too late can have a huge
impact on both the service
you’re providing and your
organization’s reputation.

20. Which
touchpoints
should you
utilize to
measure
customer
satisfaction?

21. Measuring customer
satisfaction at key
touchpoints along the
customer journey can
provide a more accurate
picture of your customer
experience.

22. Tracking experience
through metrics,
regularly evaluating
data, and making
strategic improvements
will keep you on top of
your CX game.

23. Read the full blog, then share your thoughts! 3 Customer Experience Metrics and KPIs That Count

24. SoGoSurvey.com
@SoGoSurvey