{"id":46404,"date":"2019-03-25T12:16:36","date_gmt":"2019-03-25T16:16:36","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=46404"},"modified":"2023-07-21T12:35:39","modified_gmt":"2023-07-21T16:35:39","slug":"3-customer-experience-metrics-and-kpis-that-count","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/","title":{"rendered":"3 Customer Experience Metrics and KPIs That Count"},"content":{"rendered":"\r\n<p>We\u2019ve previously discussed <a href=\"https:\/\/www.sogolytics.com\/blog\/what-you-dont-know-can-hurt-you-the-value-of-customer-feedback\/\">the value of customer <\/a><a href=\"https:\/\/www.sogolytics.com\/blog\/what-you-dont-know-can-hurt-you-the-value-of-customer-feedback\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"feedback  (opens in a new tab)\">feedback <\/a>and talked about <a href=\"https:\/\/www.sogolytics.com\/blog\/why-customer-onboarding-is-more-important-than-you-think\/\">why customer onboarding <\/a><a href=\"https:\/\/www.sogolytics.com\/blog\/why-customer-onboarding-is-more-important-than-you-think\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"matters (opens in a new tab)\">matters<\/a>; in this post, we\u2019ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>Apart from exploring the most commonly used customer experience KPIs, including the Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), we also take a look at:<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<ul>\r\n<li>Why is it important to set customer experience KPIs?<\/li>\r\n<li>How often should you track and review KPIs?<\/li>\r\n<li>Which touch points should you utilize to measure customer satisfaction?<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>Read on to find out more!<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">3 Customer experience KPIs for tracking customer satisfaction<\/h2>\r\n\r\n\r\n\r\n<p>Mention the phrase \u201ccustomer experience KPIs\u201d, and NPS, CSAT, and CES immediately come to mind. These are used by companies across the globe; you might choose to start off with just one of these KPIs, or use all three in conjunction.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Net Promoter Score (NPS)<\/h3>\r\n\r\n\r\n\r\n<p>The NPS is an index that\u2019s used to measure customer loyalty toward a company.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/lh6.googleusercontent.com\/sDi7ArO7oTvkPsOM1OnS7oJFVc1bjgHUp3sEcVYlpm8kd1bwnQXyT10X37LmmoEBajdzE6qxp6wn7FRluwEM2jIdulv7mrs7-UJ3mKCRpBcQNSQYad9XviLCLNxqRmC2AMzRrvpb\" alt=\"Net Promoter Score (NPS)\" width=\"1308\" height=\"404\" \/><\/figure>\r\n\r\n\r\n\r\n<p>Customers are asked to specify how likely they are to recommend a company to their friends on a scale of 0 to 10, and based on their response, they\u2019re bucketed into three different categories &#8212; Promoters, Passives, and Detractors. The goal is to maximize your number of Promoters while minimizing your Passives and Detractors, which will give you a high <a href=\"\/net-promoter-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS score.<\/a><\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Customer Satisfaction Score (CSAT)<\/h3>\r\n\r\n\r\n\r\n<p>The CSAT is a <a href=\"\/customer-satisfaction-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer satisfaction survey<\/a> methodology that measures how happy a customer is about a specific product, transaction, or interaction with a company.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/lh5.googleusercontent.com\/61Y1eWH8DGPA4mtsTS4558E7LUx8iUVlvdi1tVldIY2dWBN2-AzVomlJlXdkxfarXkex5Q1pgnkSOQqqIqWDYWAycHPX4NH5bFk4IDAMfQn7YUz7Q2i_pmR80fmuPeUqqKJFuRQS\" alt=\"Customer Satisfaction Score (CSAT)\" width=\"1202\" height=\"382\" \/><\/figure>\r\n\r\n\r\n\r\n<p>In order to measure CSAT, you\u2019d ask your survey recipient to rate their satisfaction level on a scale of 1 to 5.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>CSAT scores are typically expressed as a percentage scale; if you have a CSAT score of 100%, this means that <a href=\"\/customer-engagement-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">all your customers are satisfied<\/a>, if you have a score of 0%, this indicates that none of your customers are satisfied.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Customer Effort Score (CES)<\/h3>\r\n\r\n\r\n\r\n<p>Last but not least, the CES is a customer satisfaction metric that measures customers\u2019 ease of experience. In other words, the CES tells you how much effort your customers are required to put into getting an issue resolved or obtaining a service that your business offers.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/lh3.googleusercontent.com\/TGdsd-WhnhV80KZ75fFOk5ouoUneBsX6NNGicg3r_n6c5jzDguvbzufCl1Wpp--qrk4SArISdMN41jKswhmLU_T1Uv2X53VQW7bUM-jU9_4KghleBhc2O-3I6V3v_UPzb56q_1F3\" alt=\"Customer Effort Score (CES)\" width=\"1216\" height=\"382\" \/><\/figure>\r\n\r\n\r\n\r\n<p>Here, participants\u2019 answers are graded on a 1 to 7 scale, with 1 representing \u201cStrongly Disagree\u201d and 7 representing \u201cStrongly Agree\u201d.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>The idea behind this metric is that organizations can boost customer loyalty by reducing customer effort. As <a href=\"https:\/\/hbr.org\/2010\/07\/stop-trying-to-delight-your-customers\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">this Harvard Business Review report<\/a> notes, business owners often assume that they have to wow their customers in order to increase customer loyalty &#8212; but the easiest way to increase loyalty is to make it easy for your customers to get their job done.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Why is it important to set customer experience KPIs?<\/h2>\r\n\r\n\r\n\r\n<p>As management guru Peter Drucker says, you can&#8217;t manage what you can&#8217;t measure.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>If you don\u2019t <a href=\"\/customer-experience-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">set customer experience KPIs<\/a> (and regularly review them), it\u2019ll be difficult for you to evaluate how your company is doing when it comes to customer service.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>Think of it this way: You wouldn\u2019t dream of running a new ad campaign <em>without <\/em>tracking key metrics such as Cost Per Click (CPC), click-through rate, and revenue generated. The same goes for customer experience &#8212; you need to track and review the relevant KPIs and metrics so that you can gauge whether your customer service efforts are paying off, and fine-tune your strategies if necessary.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">How often should you track and review KPIs?<\/h2>\r\n\r\n\r\n\r\n<p>Unfortunately, simply sending out a single NPS survey once a year isn\u2019t enough. Ideally, you should be tracking and reviewing your customer experience KPIs throughout the entire year.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>Rather than holding your breath all year and then hoping for the best, spot-check satisfaction and other metrics at key points throughout your customers\u2019 journey. Automate and integrate with your existing processes, so that ready-to-go surveys connect with your customers at exactly the right moment.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>Plus, if you receive low ratings, trigger real-time alerts to your team &#8212; or automate thank-you emails for high ratings! Addressing an issue before it\u2019s too late &#8212; or celebrating a success &#8212; can have a huge impact on both the service you\u2019re providing and your organization\u2019s reputation.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Which touchpoints should you utilize to measure customer satisfaction?<\/h2>\r\n\r\n\r\n\r\n<p>To get a more accurate picture of customer experience, we recommend measuring customer satisfaction at various key touch points along the customer journey.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>For instance, if you survey a customer immediately after their first purchase, this will help you uncover insights that you can use to improve your sales \/purchase process. Was it easy for your customer to purchase a product? Did they encounter any issues or hiccups along the way? You can potentially <a href=\"\/survey-templates\/customer\/customer-satisfaction-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">answer these questions<\/a> (and more) with a perfectly-timed survey.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<p>On top of that, you\u2019ll also want to <a href=\"\/survey-templates\/customer\/\" target=\"_blank\" rel=\"noreferrer noopener\">survey your customer<\/a> after they\u2019ve received their product. If you\u2019re running an eCommerce store, you might be concerned about whether the product arrived in time, and whether your customer is satisfied with the quality of the product. If you\u2019re heading a SaaS company, you\u2019ll want to find out if your customer faced any problems during their onboarding process, and whether they struggled with learning how to use your product.<\/p>\r\n\r\n\r\n\r\n<div class=\"div-spacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">A final word on customer experience KPIs<\/h2>\r\n\r\n\r\n\r\n<p>With so many survey tools and platforms at your fingertips, tracking customer experience has never been easier. If you haven\u2019t set any customer experience KPIs for your company, and you\u2019re still going by the \u201cfeel\u201d of things as opposed to looking at actual data and numbers, you\u2019ve got no excuse\u2026 go ahead and implement those customer experience KPIs today!<\/p>\r\n\r\n\r\n\r\n<div class=\"div-minispacer\">\u00a0<\/div>\r\n\r\n\r\n\r\n<div class=\"schedule-demo-container\">\r\n<p>Ready to get started? Learn more about Sogolytics today!<\/p>\r\n<a class=\"green-button green-button-demo\">Schedule a Demo<\/a><\/div>\r\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we\u2019ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. \u00a0 Apart from exploring the most commonly used customer experience KPIs, including the Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), we also take a look at: \u00a0 Why is it important to set customer experience KPIs? How often should you track and review KPIs? Which touch points should you utilize to measure customer satisfaction? Read on to find out more! \u00a0 3 Customer experience KPIs for tracking customer satisfaction Mention the phrase \u201ccustomer experience KPIs\u201d, and NPS, CSAT, and CES immediately come to mind. These are used by companies across the globe; you might choose to start off with just one of these KPIs, or use all three in conjunction. \u00a0 Net Promoter Score (NPS) The NPS is an index that\u2019s used to measure customer loyalty toward a company. \u00a0 Customers are asked to specify how likely they are to recommend a company to their friends on a scale of 0 to 10, and based on their response, they\u2019re bucketed into three different categories &#8212; Promoters, Passives, and Detractors. The goal is to maximize your number of Promoters while minimizing your Passives and Detractors, which will give you a high NPS score. \u00a0 Customer Satisfaction Score (CSAT) The CSAT is a customer satisfaction survey methodology that measures [&hellip;]<\/p>\n","protected":false},"author":25,"featured_media":5036,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204],"tags":[176,105,216,217,60,62],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>3 Most Popular Customer Experience Metrics and KPIs | Sogolytics<\/title>\n<meta name=\"description\" content=\"In this post, we\u2019ll dive into the 3 most popular KPIs and metrics you should be tracking to improve your customer service, satisfaction, and experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 Most Popular Customer Experience Metrics and KPIs | Sogolytics\" \/>\n<meta property=\"og:description\" content=\"In this post, we\u2019ll dive into the 3 most popular KPIs and metrics you should be tracking to improve your customer service, satisfaction, and experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-25T16:16:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-21T16:35:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2018\/12\/cust-4.png\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Cherie Foo\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/\",\"name\":\"3 Most Popular Customer Experience Metrics and KPIs | Sogolytics\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2019-03-25T16:16:36+00:00\",\"dateModified\":\"2023-07-21T16:35:39+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8\"},\"description\":\"In this post, we\u2019ll dive into the 3 most popular KPIs and metrics you should be tracking to improve your customer service, satisfaction, and experience.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/3-customer-experience-metrics-and-kpis-that-count\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"3 Customer Experience Metrics and KPIs That Count\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8\",\"name\":\"Cherie Foo\",\"description\":\"Cherie is an avid lover of hiking, and she can easily spend hours curled up with a good book. 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