To give you an idea, 70% of organizations believe that data is essential to understanding how consumers use their products. And it’s not just businesses that believe this: according to Zendesk’s new CX Trends study , 59% of consumers want companies to use the data collected about them to create personalized experiences .
In fact, personalization is one of the major trends presented in the report. If you want to know the 5 trends in detail and understand how measuring customer experience allows you to generate strategies to obtain a competitive advantage, download it for free!
Customer Experience Trends Report 2023
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Knowing customer experience KPIs allows usa email address you to continuously monitor and improve processes based on objective criteria.
For example, instead of suggesting that an employee isn’t working hard based on your observation or intuition, you can measure how many support tickets they’ve handled in a given period. Then, you can compare that number to the team average. See how the situation is very different?
To understand how to measure customer experience, it is necessary to turn to key performance indicators. Also known as KPIs , they allow you to evaluate the performance of a certain aspect of your business in a simple and objective way.
Here are the main customer experience KPIs : CSAT, CES, NPS, customer churn, first response time and first contact resolution.
1. Customer Satisfaction Score (CSAT)
The customer satisfaction score (CSAT) is the indicator responsible for measuring the level of customer satisfaction at different points in their journey . Its objective is to evaluate the degree of satisfaction of a person with a product, service or experience provided by a company.
How to measure customer experience using CSAT?
Among the KPIs for measuring customer experience, CSAT is calculated by dividing the number of satisfied customers by the total number of people who responded to the satisfaction survey . The result is then multiplied by 100 to obtain the percentage.
CSAT = number of satisfied customers ÷ total number of people who responded to the survey x 100
We recommend you read: CSAT: what is it, what is it used for and how to calculate it?
2. Customer Effort Score (CES)
The customer effort score (CES) is the indicator responsible for measuring the level of effort a customer puts into performing a particular activity related to the brand. For example, completing a purchase, finding the answer to a question, obtaining assistance from the support team, among others.
