How do you categorize customer experience metrics? I categorize CX metrics into two groups — high impact and supportive impact. Increases in supportive metrics contribute in softer ways to revenue — while high impact metrics concretely impact the rise and fall of revenues.
You’ll get far more revenue and happier customers if you increase customer retention rather than satisfaction.
With dozens of CX projects on your plate, choosing the right metrics will define your success. This challenge begs other questions like — what does the company consider important? NPS, customer satisfaction, retention, account expansion? All metrics matter but the reality is, some matter more than others. We’ve compiled our metrics into one easy place. Take a look and – please – give us your feedback!