What metrics are most relevant to add

Now that you’re able to add Metrics, which ones should you add? There is a virtually endless amount of metrics you can measure, each relevant for specific roles and purposes. Within the field of CX, these are a few common examples:

Attitudinal CX metrics

Attitudinal CX metrics measure what people say, for example through surveys. They hint at how customers might feel during interactions with your product or service. Common examples include:

●    Net Promoter Score (NPS): how likely a customer is to refer your service or product to others.

●    Customer Satisfaction (CSAT): how satisfied a customer is with a service or product.

●    Customer Effort Score (CES): the perceived amount of effort a customer needs to make in order to get a customer job done.

Behavioral CX metrics

Behavioral CX metrics measure what people do. These measures will objectively show you where customers have difficulty completing their tasks or interactions. Common examples include:

●    Conversion rate: the percentage of customers that complete a desired action.

●    Time on task: how long visitors spend to complete a certain goal.

●    Recurring use: the percentage of customers that come back to use a product and/or service again.

Other metrics

Next to CX-focused Metrics you can add any other metrics related to business, sales, marketing, finance, and more. Think of:

●    CO2 emissions: how much of a CO2 footprint a journey or step results in.

●    Revenue: how much revenue a journey or step results in.

●    Help desk calls: how many help desk calls a certain journey or step results in.

●    Cost to Serve (CtS): the costs that are being made to serve a specific customer, or to enable a specific journey.

●    Customer Lifetime Value (CLV): the total financial worth a customer has to an organization, over the whole period of their relationship with that organization.