Do you bother with customer experience metrics?

2 replies
Ive spent a lot of my time trying to be a mind reader of sorts and I'm just finding out more about customer experience metrics which seem to be a great way to help with strategy and to figure out who loyal customers actually are.

Its hard to keep track or a mental note of what works and what doesnt and Ive found metrics have been an awesome way to improve overall customer experience.

Everyones got different expectations on customer service and if you are fast to respond and clarify or sort out an enquiry, this could mean the difference between winning and losing a sale.

Im new to the idea of customer metrics and Ive got a lot to learn, but its something some of the new comers might be interested in.

Programs such as Help Scout and Zendesk are great tools for building your customer experience metrics and tracking response times on channels and the analytics can be used to re-train your team and determine how to improve your offering.

Metrics you should be measuring include:
  • Response times
  • Customer satisfaction after the interaction including surveys
  • Measuring overall customer satisfaction

There are a whole bunch of metrics that you can use to measure your customer experience including:
  • Net promoter score (NPS) - who would recommend you and who wouldnt
  • Customer satisfaction (CSAT)
  • Customer effort score (CES)
  • Customer churn rate
  • Customer advocacy (CA)
  • First response and average handling time

There are experience maps that can be created plus some great info for anyone interested in finding out more... Customer Experience

Anyone care to share how they are using CEM and the improvements they have seen in their business or clients business..??
#bother #customer #experience #metrics
  • Profile picture of the author katarina1
    Great question,I didnt do all that but I did some things in the past.
    I test everything,ads,pictures,titles,...everything until I find the best version.Also email,customer must be moved into new group.He is not visitor or subscriber and I do much more for customers.When testing with survey,I do it with monkey survey and test free members only.I should do that with customers also.They use my email and social media to talk to me and I didnt collect data from that.You are right,we should get info and make it a pdf every month so we know for sure what is going on. I am one person business and dont have time for that but testing my niche is very important and I get more customers per same amount of traffic when I do that.Usualy I get up to $200/day when I get things done as I should.It takes time to do it and I dont have a software.
    Hope this helps a little.
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  • Profile picture of the author JohnMcCabe
    Many of those things measure things which are outside my control, so I try to keep it simple.

    For any potential action, I look at the percentage of people who take the action I want them to take - subscribe, buy, share, comment, etc.

    If I'm testing an element, the same thing applies - which variation caused more people to do what I want them to do?
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