Resources

CX Metrics Explained.

The metrics every customer experience programme should measure: what they mean, how they work, and when to use each one.

Choose a metric

Five measurement approaches.
One complete CX view.

Measures loyalty and likelihood to recommend. The world's most widely used CX metric.

Composite index rating multiple experience aspects staff, process, environment, product. Weighted for importance-performance analysis.

Full causal model expectations, quality, value, satisfaction, complaints, loyalty. 17 questions, 6 indexes.

Measures satisfaction with a specific interaction. Fast, simple, highly actionable.

Measures how easy it was to resolve an issue. Strong predictor of loyalty.