Which customer service or CX stat do we need to pay attention to? I’ve been writing about Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and other metrics that should be considered when trying to understand how customers experience the companies and brands they do business with. It’s time to put them together in a list to help you decide which metric is best for you. So, here are 14 customer service and CX metrics you should consider:
In addition to these 14 ways to measure customer service and CX, there are others to consider. A simple Google search will give you more for consideration. For now, you have a list to start with. And remember what the famous management guru Peter Drucker said: You can’t manage what you don’t measure.
Shep Hyken is a customer service and experience expert, award-winning keynote speaker, New York Times and Wall Street Journal bestselling author, and the Chief Amazement Officer at Shepard Presentations. Shep helps his clients create amazing experiences for their customers and employees.
© MMXXIV Shep Hyken || www.Hyken.com
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