How to Measure Customer Experience

How to measure customer experience is certainly a question that a lot of business people often ask themselves, since they are eager to know state of satisfaction that their customers have.

Since customer satisfaction is one of the crucial things to succeed in your business, it is always important to realize how your customers feel like after they use, or purchase your services and products. Here are some of the best ways which could help you to properly measure satisfaction and experience of your customers.


Yes, it is truth that surveys can sometimes give a slightly false data and information, but they are certainly one of the best indicators of satisfactory experience of your customers. In order for your survey to be successful, and actually reveal some actual information about customer experience, you need to organize survey good enough, and test it on a wider range of your customers.

If you give survey to only small portion of people, you may not get the actual and correct information of their experience, so it may not be valid enough for you to actually find out something about customer experience. You need to find out what you’re keen to find out from survey and properly determine which question should be asked. Do not make this survey too long, because if that happens to be the case with your survey, a lot of people will actually not read it enough and just hurry up the whole process.

Try to keep it short as possible, and with appropriate answers you can certainly realize a lot of things about your customers satisfaction. It would also be highly recommendable to put whole survey in an appropriate and well organized format, so that people who go through this survey feel more comfortable with it, and therefore they will tend to be more honest and genuine with their answers.

Gather proper information on employee-customer interactions

You should most certainly gather all of the first-hand information from call center employees, and basically all other employees which get in direct contact with customers. Scheduling series of meetings that would feature a fair amount of your employees until every employee who is relevant gets his chance to discuss the wholesome issue. With this way, you can also more easily find out everything that your customers are saying about business of yours. This is certainly one of the best ways to measure wholesome experience of your customers.

Analyze those results

Finally, after you have done all those proper researches about your customers feedback, you will need to properly analyze all of those results. You should mostly focus on surveys and feedback which will indicate more negative aspects of your business, and you can finally try to find the best way to improve them. If you want your business to succeed and improve, then you simply need to listen to your customers, and try to deal with all of their complaints in best possible manner.
These are certainly the best ways on how to measure customer experience, so you should certainly apply them to your business.


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.