What is the purpose of this tool?
Customer experience (CX) metrics are key performance indicators used to assess and understand the quality of interactions between a company and its customers. These metrics help businesses evaluate customer satisfaction, loyalty and overall engagement across various touchpoints. Common CX metrics include Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES).
Using these metrics, companies can gain valuable insights into their customers' needs and preferences, identify areas for improvement, and enhance their strategies to deliver a better overall experience.
Even though there are numerous articles about them, they often lack explanations on when to choose a particular form or metric, and sometimes the information in them might differ or sometimes even be contradictory. That’s why we put together all the important information you might need, when starting work with these metrics.
In this cheatsheet you'll find:
- Overview of most commonly used CX metrics
- Guide to select the right metric
- Mathematical formulas to evaluate metrics
- Specific examples of each metric
