If you also want to get the most out of data and find out how happy your customers are, you've come to the right place. In this article, you'll learn:
Customer experience KPIs are performance indicators of processes and strategies implemented to improve the satisfaction of people who buy your products and services.
In other words, KPIs for measuring customer satisfaction are concrete numbers that allow you to evaluate the results of your efforts, whether positive or negative. These are list of uruguay consumer email the numbers that allow you to put your intuition aside and make decisions based on facts.
How can you measure customer experience?
Customer experience can be measured through metrics with proprietary formulas or through satisfaction surveys , generally based on the Likert scale .
In the case of the Likert scale, you ask questions whose possible answers are ordered on a positive to negative scale. Like in this example here:
Therefore, it is important that the response options are odd numbers . This way, you ensure that there are two positive points, two negative points, and a midpoint on the scale.
This provides standardization in response possibilities, making them comparable and relevant to your business. It also becomes easier to implement and measure results , as all customers will have been exposed to the same content.
Customer Experience KPI Examples
Want examples of customer experience KPIs? We’ve got you covered.
Customer Satisfaction Score is an indicator that measures how satisfied a customer is with a product, service or experience that a company offers.
To calculate this metric for your audience and get the result as a percentage, simply apply the CSAT formula:
CSAT = number of satisfied customers ÷ total number of people who responded to the survey x 100
Expand your knowledge on the topic: CSAT: what is it, what is it used for and how to calculate it?
Customer Effort Score is an indicator that measures how difficult or easy it was for a customer to get what they needed from your company.
It is a metric that can be applied to the purchasing process , customer service , use of the help center, among others. The CES formula is as follows:
Want a practical example of this calculation? Read: Customer effort score: how to measure and reduce this KPI?
3. Net Promoter Score (NPS)
Net Promoter Score is an indicator that measures the likelihood that your customers will recommend your brand to friends, family and acquaintances. Among the customer experience KPIs, this is perfect for identifying promoters, neutrals and detractors.
Here is the formula to calculate the NPS:
Customer Churn means “abandonment rate” in Spanish. It is one of the customer experience KPIs that serves to identify problems in the service and the best time to make changes to your strategy.
To calculate the customer churn rate in your company, simply apply the following formula :
Customer Churn = Number of lost customers ÷ Initial number of customers x 100
Check out this article – 5 Strategies to Prevent Customer Churn .
5. First Response Time (FRT)
First response time is an indicator that measures the time it takes for a customer to receive a first response from your company.
The goal of this metric is to evaluate the efficiency of the service, since no one wants to wait longer than necessary to solve their problems.
6. First Contact Resolution (FCR)
First contact resolution, in turn, means “resolution on first contact.” This is an indicator that measures how many requests were resolved in a single contact.
Among the customer experience KPIs, this is one of the most interesting to evaluate not only the efficiency of the support process, but also its effectiveness.
