GITNUX MARKETDATA REPORT 2023
Must-Know CX Metrics
Highlights: The Most Important Cx Metrics
- 1. Customer Satisfaction (CSAT)
- 2. Net Promoter Score (NPS)
- 3. Customer Effort Score (CES)
- 4. Customer Churn Rate
- 5. Customer Lifetime Value (CLV)
- 6. First Contact Resolution (FCR)
- 7. Average Handle Time (AHT)
- 8. Resolution Rate
- 9. Response Time
- 10. Customer Retention Rate (CRR)
- 11. Social Media Sentiment
- 12. Customer Complaint Rate
- 13. Agent Satisfaction Score (ASAT)
- 14. Service Level Agreement Compliance (SLA Compliance)
Table of Contents
Cx Metrics: Our Guide
Understanding and optimizing customer experience is pivotal to any business’s success in the digital age. To do this, you need to measure and track certain key metrics known as Customer Experience (CX) metrics. In this blog post, we will delve into the must-know CX metrics that can help you unlock the full potential of your customer interactions and drastically improve your overall business strategy.
Measures how satisfied customers are with a company’s product or service. Usually collected through surveys where customers rate their experience or satisfaction.
Net Promoter Score
Measures customer loyalty through a 0-10 recommendation scale, calculated by subtracting detractors (0-6) from promoters (9-10) percentages.
Customer Effort Score
Measures the ease of interacting with a company. This metric is collected by asking customers to rate the difficulty of their experience on a scale of 1 (very easy) to 5 (very difficult).
Customer Churn Rate
The percentage of customers who end their relationship with a company within a specific time period. Lower churn rates indicate higher customer retention.
Customer Lifetime Value
Predicted net profit from long-term customer relationship, factoring in purchase frequency, transaction value, and customer lifespan.
First Contact Resolution
Measures the percentage of customer issues that are resolved in the first interaction. Higher FCR rates indicate more effective customer support.
Average Handle Time
The average time it takes for a customer service representative to resolve a customer issue, including interaction time and any necessary follow-ups.
The percentage of customer issues that are resolved successfully. High resolution rates indicate effective support and problem-solving.
The average time it takes for a customer service representative to reply to a customer inquiry. Faster response times are generally associated with higher levels of customer satisfaction.
Customer Retention Rate
The percentage of customers retained over a specific time period. High retention rates suggest that customers are satisfied with the company’s products or services.
Social Media Sentiment
Measures sentiment in customer social media interactions to gauge brand perception.
Customer Complaint Rate
The percentage of customers who express dissatisfaction with a product, service, or interaction. Lower complaint rates suggest better customer experiences and satisfaction.
Agent Satisfaction Score
Measures the satisfaction of customer service representatives with their job or work environment. Higher ASAT scores may positively influence the quality of support provided to customers.
Service Level Agreement Compliance
Percentage of support interactions meeting company SLAs, indicating consistent and reliable support.
Frequently Asked Questions
What are Cx Metrics?
What are the most common Cx Metrics used by businesses?
How do businesses use Cx Metrics to improve their customer experience?
What is the difference between CSAT and NPS?
Can Cx Metrics be used for both offline and online businesses?
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.