Customer Experience Metrics Overview

If you had to select two words to sum-up the purpose of customer experience metrics, you may state “measure development.” Voice-of-the-customer tools as well as customer involvement efforts are generally regarding “taking the temperature” of customers since the complement to, and also eventually, a predictor of the selling company’s economic growth.

Customer Experience Metrics Overview

Laws of Metrics

This in itself is an idea to the “laws of metrics” (just like “laws of physics”): they are not complete figures, but alternatively, quantification of a system flow. That possibly gives to mind something such as touch-point mapping or even consumer journey mapping, but those are not the system flows to focus on when designing consumer experience management metrics.

Instead , think of consumer experience like a chain of activities as well as decisions that originate with the company’s providers , proceed from division to department through your company , and also eventually lead to products , rules , business models , procedures , services , touch-points , as well as interactions that simultaneously influence just what consumers experience in their relations with the firm.


It’s Just like Physical Fitness

The trend to focus the customer experience metrics consideration on end-results, just like NPS, CSAT, improve, repurchase, and so on, is faulty. Think about what is needed to meet additional goals in business or even life, and also you will see just what after all. For instance, if your friend would like to lose fat, you would possibly laugh if they targeted their interest on his bathroom size, shape wear, becoming patterns as well as types in his clothing, and also enchanting the individuals around them.

Your suggestion would possibly be: “as much as all of that is undoubtedly more enjoyable to perform, you are definitely planning to have to hit the fitness center on a consistent basis, mix cardio as well as weight training to handle heart rate as well as metabolism, be spiritual regarding portion control along with a stability of crabs-fats-proteins, and also get sufficient sleep.” Pure as well as simple, that is the challenging truth you would offer your friend, right? You may even recommend a tracking device or even website as well as coach which can track activity, training, food, as well as sleep. So, this is the way it really works in customer experience management.

Two Predictive Paths

There are two paths of metrics you need to be monitoring so that you can see easily what is predictive of the end-results: ( 1 ) action plan metrics and also ( 2 ) program metrics .

Action Plan Metrics

Like the fitness exmaple above, these types of metrics are typically diagrammed as inner process check-points which offer you an earlier heads-up regarding whether you are on-track. If your in-process metric shows that you are most likely to deliver scrap, re-work or even frustration in the future, then you will be able to make changes in work to have it back again on-track before those awful things take place. While you have identified anything to measure which allows this, it is a major indicator. “Leading” since you see it before the participant is aware of its outcome.

To determine good action plan metrics, begin with voice-of-the-customer: (A) exactly what are the most serious hassles consumers deal with ? (B) exactly what are customers’ most-desired advancements? You may be influenced to focus on (B) because it seems to be the solution to earnings growth . Yet update management studies indicate that humans are less quickly to take hold of the positives while it is possible to find a lot of disadvantages in-play to them. Consider it just like a sailboat: rough waters or even heavy anchors show that trying to catch powerful wind in your sail can be devastating with rips in the sail cloth or cap-sizing of the boat. This provides you a definite idea of why it is extremely important address (A) in a organic , root-cause-eradication approach .

Read the customers’ feedback related to the most serious hassles, and also define any trouble argument from the customer’s way of thinking. Then determine the fundamental concept among the comments. Carry out real cause analysis to determine the reason why these problems occur. Determine a metric which gives you a heads-up regarding the progress in eliminating a real cause. This is exactly a predictive major indicator.

Program Metrics

The fundamental role of a consumer encounter management professional is to help ownership of the consumer experience across almost all departments as well as employees. Everything they actually contribute one way or the other to exactly what consumers experience. For this reason, it is important to keep an eye on their ownership progress as well as your facilitation progress. Examples consist of: percentage of employees who really know what the top 3 consumer problems are, percentage of relevant divisions working for eradicating a reason for a chronic consumer hassle, percentage of activity policy on-track, percentage of employees being a part of cross-functional teams to deal with a big consumer problem, percentage of employees who will be able to use lean/six-sigma strategies to address issues wisely, and so on . These are major guidelines of the action metrics, since they reflect internal involvement important to “moving the needle” across the movement of activities that result in exactly what customers experience.

Connecting Leading & Lagging Guidelines

To give power to your friend in his continuous pursuit of physical condition , you would probably suggest that metrics from his checking device be set side by side the metrics from his bathroom scale as well as clothes sizes and also compliments from friends as well as acquaintances . The tracking device shows leading guidelines (predictive heads-up movements) as well as the scale/clothes/compliments signify lagging alerts ( end-results ) .

While leading as well as lagging indicators are found all together on a dashboard, it is empowering as well as enlightening. Do this with the program metrics, action plan metrics, as well as consumer engagement/voice metrics. Include context with functional as well as economic metrics, and also you will permit others to observe the complete picture to the company’s economic growth.

Overall, it can be said that the customer experience metrics is no doubt very much important for any business. All the business must consider the customer experience metrics to attain their terget.

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.