CX Metrics for Better Customer Experience
There is only one boss. The Customer. – Sam Walton
Over the years, customer experience has become the most important and crucial factor when it comes to the success of the business.
Customer experience has almost overcome the key differentiators of a brand i.e. Product & Pricing. Hence, if you want to stand out and distinguish yourself from your competitors, it is necessary to focus on Customer Experience. However, this can be achieved by delivering a top-notch customer experience, by monitoring and optimizing cx metrics.
Here are some of the CX metrics along with the ideas on how you can get benefits from them.
Net Promoter Score (NPS)
This metric describes how likely your existing customers are to recommend your products and services to their friends and families.
You can get this metric instantly by running a survey and asking them a simple question e.g How often they recommend this product to their friends/family. To calculate NPS, you should subtract the percentage of detractors from the percentage of promoters. This will give you a clear idea of how loyal your customers are.
You may get the desired NPS by adopting the following strategies.
- Respond to your customers’ questions, complaints and queries quickly with the most relevant information.
- Analyze detractors’ common feedback and gain valuable insights from the. If a number of customers are reporting the same issue, then it’s better to fix it.
- Use promoter’s feedback in your marketing strategies. It can show real social proof of your best services.
Customer Satisfaction Score (CSAT)
This metric measures how satisfied your customers are with your products and services. To get this metric, you may ask your customers to rank your brand or give feedback.
If you are having a low satisfaction rate, then you must look for the reasons or check online reviews regularly to bring improvement.
It shows you how many customers stop doing business with you and cancel their subscriptions during a certain period of time.
To calculate the churn rate, you may use the formula i.e. divide the number of customers you lost over a certain period of time and divide it by the number of customers you acquired during the same time frame, and multiply it by 100.
It is necessary to do this analysis on a regular basis to reduce the churn rate. This metric will only tell you if your customers are unhappy or not, but to find the reasons you should ask for regular customer feedback.
Customer Support Ticket
Using customer support ticket analysis is another way to understand your customers and what bothers them the most about your products and services. It is very important to identify the issues from your customers’ perspective and find out what you can do to fix them. If you notice that your customers are frequently calling you for support as they are not sure how to use your product, then it’s better to create a video with instructions. This may help you provide a better customer experience as well as you may free up your agents so that they can focus more on complex queries.
Using these CX metrics, you can make a better strategy to improve your customer experience. You must not neglect them as they may help you make your customers satisfied and prevent them from churning.
For more interesting blogs, click here.
April 16, 2021
April 14, 2021
April 9, 2021