There is no doubt that Customer Experience (CX) has become a major differentiator of corporate strategy. But how to measure CX? This very good study prepared by Pointillist.com proposes a precise and complete summary of the main indicators that must be supervised in order to successfully implement a CX strategy.
The authors present in detail the most relevant indicators in terms of customer loyalty and / or operational performance, as well as their use cases and their limitations: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate ( CCR), Customer Effort Score (CES), Average Resolution Time (ART), First Contact Resolution (FCR).
Source : Measuring Customer Experience Beyond NPS, Pointillist.com, 2017
