Customer Experience Metrics: 7 indicators that will help you offer better experiences to your customers

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7 Customer Experience metrics you need to know
1. Net Promoter Score (NPS)
2. Churn rate
3. Average service time
4. First Call Resolution (FCR)
5. Average Waiting Time
6. Customer Effort Score (CES)
7. Return on Experience (ROX)
How do you measure the success of your customer interactions? In this infographic, we present 7 essential metrics to monitor your audience's satisfaction!
Customer Experience Metrics , do you use them in your company?

Have you ever stopped to think about the quality of the amazon database your company offers its customers throughout their life cycle?

If you want to increase the competitiveness of your business model and stand out in the market, dedicating yourself to the success and experience of your customers is essential.

And to measure the results of your efforts in this regard, there are Customer Experience metrics.

Throughout this article, you will discover what these metrics are and how to calculate them.

To do this, we have selected 7 examples of excellent Customer Experience metrics that you need to use in your company:

Net Promoter Score ( NPS );
Churn rate ;
Average service time ;
First Call Resolution (FCR);
Average Waiting Time ;
Customer Effort Score ( CES );
Return on Experience (ROX).
7 Customer Experience metrics you need to know
Customer Experience is an area of ​​business management that is dedicated to ensuring that the company's customers have positive experiences when interacting with the brand throughout their lifecycle.

To measure the results of these efforts and promote continuous improvement in the customer experience, there are some essential indicators.

Therefore, by measuring these indicators and analyzing whether they are satisfactory or not, you will know where and what needs to be improved in your company to ensure a better customer experience .

Check out below which Customer Experience metrics you cannot fail to monitor in your company.

1. Net Promoter Score (NPS)
One of the main Customer Experience metrics is the Net Promoter Score. The NPS is an index that shows the likelihood of your customers recommending your company to a friend or family member.

In practice, you should ask your customers:

On a scale of zero to 10, how likely are you to recommend our company to a relative or friend?

Customers who give a score of 9 or 10 are considered promoters of the company, that is, they speak well of it to others;
Those who give a score of 7 or 8 are considered indifferent or neutral;
Scores equal to or lower than 6 identify detractors , almost speaking badly of your company!
The better the customer experience, the better the NPS rate, that is, the number of promoter customers in relation to detractors. Check out the video below for more details on how this indicator is calculated: