For any business measuring customer experience is very crucial to its growth and success. It can tell you how easy or difficult it is for customers to use your products or services, which has a direct impact on whether customers will refer you to their friends and colleagues or stay with your business. Mentioned below are some of the most important Customer Experience metrics you can use to measure and improve your products and services.
- Customer Satisfaction (CSAT): How happy, or unhappy, a customer is with your overall service. This is usually for a certain feature within your product, such as having a support ticket resolved or returning a product. It’s easily adaptable to the needs of your business.
- Net Promoter Score (NPS): How many of your customers are likely to recommend you to a friend or colleague. Usually, this will be on a scale from 1 to 10. Respondents can be split into three categories: detractors, neutrals, and promoters.
- First Contact Resolution (FCR): How many of your customers had their issues resolved within one interaction. This would typically be used in areas such as customer support.
- Customer Churn Rate: The opposite of retention. How many customers are leaving your business over a period of time or are no longer paying for your services?