Customer experience metrics help you measure the experiences your customers are having when it comes to your customer service and interactions with your brand, and it’s a good idea to monitor these at all times to help drive customer satisfaction.
No matter what sphere your business is in, it is now more important than ever to be constantly measuring your customer’s experience and listening to what your customers have to say when it comes to all areas of your customer service, but what customer experience metrics should you really be measuring?
Forget lengthy surveys and boring, unnecessary questions, there are loads of ways to integrate these customer experience metrics seamlessly into your website, but the best place to start is by finding the best customer experience metrics for you and your business. Here are a three key customer experience metrics to get you started:
It’s always a good idea to start simple, and the amount of conversations that have been completed is the key customer experience metric you should be measuring. If you don’t measure any other metrics, start measuring this one!
While it might be tempting just to measure the total amount of conversations being conducted, it is infinitely more useful to measure the amount of these conversations that are actually completed. For example, if you are getting 10,000 support messages, but only completing 5,000 of them, then you know that you are dealing with one of two things: lots of spam or too many support messages and not enough staff. Once you know this number, then you can start working on fixing the problem if there is one.
Net Promoter ® Score
Wouldn’t it be great to find out whether or not your customers would recommend your brand to a friend or family member? That’s where your Net Promoter® Score (NPS) comes in. First developed by Fred Reichfeld, Bain & Company in 2003 this is an extremely easy scale to use to see what customers think of your business.
Start by asking customers ‘How likely is it that you would recommend us to a friend or family member? And then giving them a 0 – 10 point scale with 0 being ‘Not At All Likely’ and 10 being ‘Extremely Likely’. Simple!
You can calculate your NPS by grouping your respondents into three categories: Promotors (who score you 9 or 10), Passives (who score you 7 or 8) or Detractors (who score you 0 -6). Next, subtract the percentage of Detractors from the percentage of Promotors you have, and that’s your score! 100 is the maximum you can have, while -100 means you need to make some serious changes.
Number of Team Changes
Anyone who has ever had to deal with a company’s customer service team knows that there’s nothing more frustrating than being passed off from person to person while your problem still remains unsolved. Try using customer experience metrics to monitor how many team changes each particular case undergoes and if it starts to go up? Do something about it. It’s particularly useful for customer satisfaction to assign support conversations to a whole team, rather than an individual.
There are a whole host of customer experience metrics a business could monitor to review customer interactions with the organisation. An organisation must focus on those metrics that align with their overall business objectives and target audience own expectations.
If you are interested in learning more about customer experience, our range of CIM qualifications may be for you. Find out more about this qualification and our range of marketing courses by getting in touch with our team today. You can call us on 01865 515 255 or email firstname.lastname@example.org