BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. Sound complicated?

Metrics 219

Metrics Customer Care 2019 Measurement 219

Wootric

MAY 12, 2020

In time, you will want a deeper understanding of your customer journey, and that will lead to asking questions at additional touchpoints using other CX metrics, such as CSAT or Customer Effort Score. This reduces churn and enhances lifetime customer value. Use NPS to create a customer-centric culture.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

SmartKarrot

JULY 26, 2021

Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Other ways to measure customer experience include churn rate, customer lifetime value (CLV), and retention rate. Helps understand customer behaviors better.

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11