Your Guide to Managing and Measuring Customer Experience KPIs and Metrics
InMoment XI
DECEMBER 7, 2023
Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. Detractors (score 0-6) are unhappy customers who may impede your growth and spread negative word of mouth about your business.
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