Here are Some Powerful Customer Experience Metrics you Should Monitor

Key customer experience metrics to monitor

1. Customer satisfaction

Customer Effort Score (CES)
Measures how easy or difficult it was for a customer to interact with your business to resolve a problem or complete a transaction.
CES= Total sum of ratings
Total number of responses
Net Promoter Score (NPS)
Calculates the likelihood of your customers recommending you to others on a scale of 0-10.
Customer Referral Rate
Indicates how many of the total purchases happened through customer referrals.
CRR= No. of referred purchases
No. of total purchases

Customer Satisfaction (CSAT)
Measures the customer’s satisfaction after their experience with the company, service or product.
CSAT= (Number of happy customers ÷ Total number of customers) x 100

2. Customer churn

Customer Churn Rate

Measures the rate of customers who stopped buying your product in a given period

Churn rate= (Customers who left ÷ Total customers at the start of time period) x 100

Monthly Active Users (MAU)

Calculates the no. of unique users who interact with a company’s website, platform, or app within a month

MAU= Total no. of unique users for the year

Customer Retention Rate (CRR)
Inverse of churn rate, this is percentage of customers who continue buying your product over a given period

3. Customer engagement

Engagement rate

Average level of interaction with an organisation’s content or advertisements from its social media audience

Social sentiment
How customers talk about a company on social media, measured via comments, posts, and reviews
Bounce rate
The proportion of your website visitors who leave after just viewing one page or without taking any action like clicking a link or filling a form.

4. Customer service

Average Resolution Time (ART)

Average time taken by reps to resolve a customer’s issue in a given period

ART= Total duration of resolved conversations

No. of resolved conversations\

First Contact Resolution (FCR)
The percentage of customer support queries resolved by a call or contact centre in the very first interaction.
Average Issue Count
The number of customer support requests or complaints received in a day, week or month.

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