You can’t improve if you don’t measure.
In most areas of a business, measuring KPIs is crucial to understanding what’s working and what isn’t. Initiatives come and go based on how well they perform against expectations.
However, customer experience initiatives seem to sometimes escape measurement. It’s not without reason. Sales figures are relatively cut-and-dried while things like customer feedback and satisfaction are highly qualitative. Nonetheless, if your company wants to create a better customer experience, you must designate and track customer experience metrics. If you don’t, how can you expect to improve?
That said, you will also need to understand what exactly it is that you should be measuring. Lucky for you, we’re going to introduce you to six essential customer experience metrics that you need to track if you want to take your customer experience strategy to the next level.