The Significance of Setting Customer Experience KPIs
Companies keeping customers at the center and providing a good customer experience (CX) enjoy revenue growth of 4%-8% above their market average (Bain & Company study). And, businesses must have customer experience KPIs to measure their efforts. By prioritizing CX over profits, your business can experience increased customer loyalty and fewer customer churn rates.
There are several metrics to measure the quality of the CX you are providing. These customer experience KPIs include:
- Customer satisfaction scores
- Net promoter score
- Customer effort score
- Customer churn rates
- Customers lifetime value
This OpenText eBook provides a detailed explanation of the significance of CX and how you can measure it for your business.