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The Complete Guide to User Experience Metrics
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JULY 4, 2020
Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides
Metrics Related Topics 
The Catalogue of Customer Experience Metrics
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MARCH 17, 2020
The most popular CX metrics catalogued by purpose and best use case. Guides
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Report: Five Steps For Building A Strong CX Metrics Program
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
Report: The State of CX Metrics, 2017
Experience Matters
DECEMBER 6, 2017
We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.
UC, Contact Center Integration Drives Business Value
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How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.
One Size Fits All? Not for Metrics!
Heart of the Customer
APRIL 1, 2021
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. Not for Metrics!
Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].
CX Metric Obsession
MaritzCX
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets. View Article
Top UX metrics you should be using
GetFeedback
JANUARY 31, 2021
Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them. Videos
Report: Five Steps For Building A Strong CX Metrics Program
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
Data-Driven Approach to Proving Customer Success
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
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Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].
Customer Lifetime Value: The Most Important Metric Everyone Overlooks
Alida
JULY 8, 2021
Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience
How to use the Customer Effort Score (CES) metric
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric. Videos
The Top 3 Customer Experience Metrics
GetFeedback
MARCH 17, 2020
The top CX metrics—NPS, CSAT and CES—and how to use them successfully. Articles
Forget CX: Measure "Ease of Doing Business" Instead
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.
Report: The State of CX Metrics, 2015
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. impactful (do the CX metrics inform important decisions?),
Customer Retention Metrics: The Metrics That Matter
Totango
MAY 14, 2021
There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm.
How to use the Net Promoter Score® (NPS®) metric
GetFeedback
MARCH 2, 2021
Simplifying CX YouTube series video on how to use the NPS metric. Videos
10 Essential Customer Service Metrics to Track Now
NICE inContact
DECEMBER 7, 2020
To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.
Contact Center Metrics That Matter
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.
Customer Usage Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics.
How to Measure Customer Experience: Top CX Metrics
SmartKarrot
SEPTEMBER 17, 2021
Do you use the right CX metrics to measure your customer experience? In this blog, I will walk you through some of the top customer experience metrics for 2021 that are essential for any company if you want to stay relevant in this digital-first era. What is Customer Experience Metrics?
The Ultimate Guide to Customer Support Metrics
Kayako
MARCH 3, 2016
We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. You can also download our free cheat sheet with details of how to calculate each of these metrics. Navigate this guide: Productivity metrics. Performance metrics. Quality metrics. Self-service metrics.
How Metrics Hide Serious Customer Experience Problems
Experience Investigators by 360Connext
OCTOBER 22, 2015
The post How Metrics Hide Serious Customer Experience Problems appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured data evaluation linkedin measurement metrics surveysIt’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t.
Redefining Customer Experience Metrics for Better Performance
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Using Customer Satisfaction Metrics: NPS Best Practices
Totango
NOVEMBER 21, 2019
Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. .
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)
NICE inContact
NOVEMBER 19, 2020
And what contact center metrics should you be measuring to get there? Customer loyalty and retention are at the top of the list when it comes to contact center goals.
9 Actionable Knowledge Base Metrics to Start Tracking Today
Help Scout
OCTOBER 15, 2021
Here are 9 actionable knowledge base metrics to start tracking today to better understand how your knowledge base is performing. Read the full article
How to Make Customer Metrics Stick
Customer Bliss
OCTOBER 14, 2014
It’s not enough to simply have the metrics – it’s what you do with them that matters. To make the guerrilla metrics stick and to use them to steer the actions of your business, you need to take them out of the hordes of reports and paperwork. Establish a Customer Room where a regularly scheduled spotlight shines on the customer metrics. Give a drop-dead date for when you want to know the baseline metrics.
Developing and Executing Effective CX Metrics, Measurements and ROI
Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC
This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.
6 Most Popular Customer Experience Metrics and KPIs Explained Simply
Lumoa
NOVEMBER 7, 2018
Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn. RSS generated with FetchRss
How to Use the Customer Satisfaction Score (CSAT) Metric
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to use the CSAT metric. Videos
EVI vs. NPS – Which CX Metric is Better?
Feedbackly
SEPTEMBER 17, 2021
If you have implemented a CX strategy for your business, you would know that CX metrics are an important aspect of it. Insight customer experience CX metrics emotional experience emotional value index EVI KPIs net promoter score NPS
CSM Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams.
Drive Lead Efficiency & Profitability: Top Outbound Dialing Metrics & Strategies
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Improving lead efficiency is critical to driving profitability for your outbound contact center. By analyzing the right reporting metrics to get your true CPA, you can use smart dialing strategies in real time and dramatically improve contact rates.
Stop Using the Wrong Product Metrics: Valuable Metrics Framework [Part 1]
Gainsight
JULY 17, 2019
This article is Part 1 in a two-part series that will help your product team find the right metrics to demonstrate and improve business impact. Yet, even when product managers are data-informed, one challenge that I regularly see across the industry is that it’s difficult to align current product metrics to the targeted business value. Let me first explain why product metrics might not align with business value. When Product Metrics Don’t Line Up.
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