How Do Large Organizations Manage CX Metrics?

How Do Large Organizations Manage CX Metrics?

Large organisations with revenues exceeding $1 billion often employ over 50 CX metrics, and some even stretch to 200.

These metrics are overseen by various teams throughout the company.

Familiar CX metrics you’ll encounter include NPS, CSAT, and overall Customer Satisfaction. Yet, striking the right balance between transactional, behavioural, and relationship metrics is crucial. Introducing unnecessary complexity seldom adds value.

If you’re not accurately measuring your CX delivery, you’re essentially navigating blindfolded, left to guess the effectiveness of your customer service program.

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Familiar CX metrics you’ll encounter include NPS, CSAT, and overall Customer Satisfaction. Yet, striking the right balance between transactional, behavioural, and relationship metrics is crucial. Introducing unnecessary complexity seldom adds value. If you’re not accurately measuring your CX delivery, you’re essentially navigating blindfolded, left to guess the effectiveness of your customer service program.
Create a Free account or Sign in to read more about CX Metrics in our Library.

Here are some pointers from us on getting it right:

Measure Experience at the Journey Level

Instead of focusing only on transactional touchpoints or overall satisfaction, it’s important to measure the customer’s entire journey. This provides a more comprehensive view of the customer experience.

Ask our AI helper how to use VOC to manage journeys for quick comprehensive advice (available to Pro users only)

Invest in Technology for Feedback

Use technology that can capture customer feedback daily from multiple channels. This includes integrating survey results, social media posts, and operational data into comprehensive dashboards and customer journey management systems.

Use VOC Metrics

Deploy key performance indicators that reflect the Voice of the Customer, such as Net Promoter Score (NPS), Customer Health Score (CHS), Customer Effort Score (CES), and Customer Satisfaction (CSAT)

Consolidate Metrics into a Dashboard

Rather than focusing on a single top-level metric like CSAT or NPS, it’s beneficial to consolidate various relevant metrics into a CX dashboard. This approach helps cover multiple aspects of the customer experience, such as employee engagement, quality, satisfaction, loyalty, and advocacy.

Iterate and Continuously Improve

Regularly track KPIs to measure the impact of actions taken. Use customer feedback to iterate and refine these actions, making adjustments as needed to optimise the customer experience and drive sustainable improvements.