GITNUX MARKETDATA REPORT 2023
Must-Know Customer Experience Metrics
Highlights: The Most Important Customer Experience Metrics
- 1. Net Promoter Score (NPS)
- 2. Customer Satisfaction Score (CSAT)
- 3. Customer Effort Score (CES)
- 4. First Contact Resolution (FCR)
- 5. Average Handle Time (AHT)
- 6. Churn Rate
- 7. Retention Rate
- 8. Customer Lifetime Value (CLV)
- 9. Time to Resolution
- 10. Post-resolution Customer Satisfaction
- 11. Social Media Sentiment
- 12. Online Review Ratings
Table of Contents
Customer Experience Metrics: Our Guide
Navigating the future of customer engagement is more than just guesswork. This updated report sheds light on the essential customer experience metrics every business owner, marketing strategist and entrepreneur must know to ensure customer satisfaction and retention. Leverage these insights to ignite your customer relations and elevate your business growth.
Net Promoter Score (NPS)
Measures customer loyalty by asking customers how likely they are to recommend a company’s products or services on a scale of 0-10.
Customer Satisfaction Score (CSAT)
A measure of customer satisfaction by asking customers to rate their satisfaction with a specific product, service, or interaction on a scale, usually from 1-5.
Customer Effort Score (CES)
Assesses the ease of interacting with a company by asking customers to rate their effort in dealing with the company, typically on a scale from 1 to 5.
First Contact Resolution (FCR)
Measures the percentage of customer issues that are resolved during their first interaction or contact with a company.
Average Handle Time (AHT)
The average time it takes for a customer support agent to resolve a customer issue, from the moment the agent picks up the call, chat, or email to the end of the interaction.
The percentage of customers who stop using a company’s products or services during a given period.
The percentage of customers who continue using a company’s products or services during a given period.
Customer Lifetime Value (CLV)
The total net profit a company expects to generate from a customer over the entire duration of their relationship.
Time To Resolution
The amount of time it takes for a customer issue to be resolved, from the moment it is reported to when the issue is fully addressed.
Post-Resolution Customer Satisfaction
Assesses customer satisfaction following the resolution of an issue.
Social Media Sentiment
Analyzes customer opinions and feelings expressed on social media platforms about a company or its products and services.
Online Review Ratings
The average star ratings on online review platforms provide insight into customer satisfaction, overall product/service quality, and areas for improvement.
Frequently Asked Questions
What are Customer Experience Metrics?
Why are Customer Experience Metrics important for businesses?
What are some key Customer Experience Metrics to track?
How can businesses improve their Customer Experience Metrics?
How can Customer Experience Metrics help in increasing customer retention and loyalty?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.