3 Customer Experience Metrics & KPIs That Count

Take control of your customer experience (CX) strategy! This presentation dives into the 3 essential KPIs – Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) – you need to measure and improve customer happiness.

Learn why tracking these metrics is crucial for business success and how often you should be evaluating them. Discover the key touchpoints in the customer journey where feedback is most valuable, and explore how automation and integration can streamline your survey process.

Don't leave your customer experience to chance. Get actionable insights and elevate your CX strategy with this comprehensive guide! Dive deeper into our full blog post for more information on Sogolytics and how we can help you achieve CX excellence.

1. 3 Customer Experience KPIs That Count The Metrics You Need to Measure and Improve Customer Satisfaction

2. Why KPIs Matter You can't manage what you can't measure. KPIs help you understand and improve customer service.

3. The Big 3 KPIs

4. Net Promoter Score (NPS) Measures customer loyalty on a scale of 0-10.

5. Customer Satisfaction Score (CSAT) Measures customer happiness with a specific interaction.

6. Customer Effort Score (CES) Measures how easy it is for customers to get their needs met.

7. How Often to Track KPIs Track throughout the customer journey, not just once a year.

8. Key Touchpoints for Measurement Focus on critical moments like first purchase, product delivery, and onboarding.

9. Actionable Insights Use survey data to improve sales processes, product quality, and onboarding experiences.

10. Sogolytics: Your Solution Sogolytics makes tracking customer experience easy. Start today!

11. Want to Dive Deeper? Learn More in Our Full Blog Post !