Most Important Customer Experience Metrics to Look at

Today, we’re going to look at the three most important customer experience metrics that you have got to keep a watchful eye on. But, before we do that, let’s talk about what customer experience actually is. Some people will assume it’s all about customer service, or satisfaction, etc. Well, those are part of it, but they’re not all there is.

In fact, customer experience entails the entire relationship of a customer with your company and your product or service from the very beginning. This means that their first becoming aware of it (and how), their research into the product and your company, and their comparison of you to competitors, are just as much part of it.

However, customer experience metrics are hard to get for some of these things, at least for now. We’re getting closer with new, powerful web-smart software, to creating solutions to get hard data on those early phases. But for now, you can’t get mathematically solid data on these. So, what can you get data on, and which ones are the most important?

Let’s take a look at this, it’s pretty important.

#1 – Customer Satisfaction

Customer satisfaction is one of the most important metrics, but how do you measure it, and what are its consequences? Well, this too was once a hard thing to get hard metrics on, but modern technology, and the human proclivity to use it to talk at length, has made this no longer the case.

You can get solid metrics on satisfaction by listening to social networks, forums, and watching third party blogs. With competitive intelligence software solutions available these days, tracking this data, and getting it converted to hard data, is entirely easy, for a small price.

Happy customers will tell their friends about the product or service. They tell three or four on average. Unhappy customers will tell more people, upwards of ten or eleven. The point here is that an unhappy customer will spread a poor reputation on your behalf very, very quickly.

#2 – Customer Service

Customer service is huge, and if you fail at this, then no matter how good your service or product is, this will ruin the whole thing. We’ve said that a billion times, and for good reason.

How do you measure this? Well, that’s pretty well known, and one of the most important subsets of this is, of course, percentage of first call resolutions. The more times a customer has to call or contact for the same issue, the greater you are failing.

#3 – Reach and Revenue Growth

This one’s a little harder to track, and was also harder to do until modernity. It again boils down to watching social networks, search engine rankings and mention tracking with intelligence software and a little cunning with how information ranking works these days.

Sixty five percent of enterprises in recent polls have said they watch their website traffic and intelligence metrics on social networks for use as their main metric for growth and increased revenue, alongside internal fiscal data. Enterprises in fortune 500 lists can’t be wrong.

These are just the three biggest customer experience metrics to watch. There are a ton of them that are still useful, but if you want to make things simple (always a good thing) than the ones around and within these main groups are the key to success.

Matthew Thomas
Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.
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