HOW TO MEASURE CUSTOMER EXPERIENCE?
Posted: Mon Jan 13, 2025 7:05 am
The first step in defining a customer experience measurement program is to define the experiences to be measured.
But first, we need to ask ourselves which customer profiles are most important to the company. It is on these profiles in particular that we should focus measurements and analysis. uae whatsapp data
Once the profiles have been determined, based on criteria specific to each company, it is necessary to know which point of the customer experience to focus on:
customer relations in general
the customer journey
interactions within the course.It then seems logical to define the metrics to be measured in order to then analyze the data.
But be careful, because this choice cannot be made at random.
It is indeed very important to choose KPIs that really impact the development of the company. It is therefore often easier to work backwards.
For example, if your business experiences a high customer churn rate, it is necessary to focus on related metrics.
Through a customer experience survey, you will then be able to identify KPIs and metrics that mean something to your customers .
Similarly, it is necessary to choose metrics that judge the quality of the experience from the customer's point of view and not from yours. For this, a satisfaction survey or a poll remain the best means!
But first, we need to ask ourselves which customer profiles are most important to the company. It is on these profiles in particular that we should focus measurements and analysis. uae whatsapp data
Once the profiles have been determined, based on criteria specific to each company, it is necessary to know which point of the customer experience to focus on:
customer relations in general
the customer journey
interactions within the course.It then seems logical to define the metrics to be measured in order to then analyze the data.
But be careful, because this choice cannot be made at random.
It is indeed very important to choose KPIs that really impact the development of the company. It is therefore often easier to work backwards.
For example, if your business experiences a high customer churn rate, it is necessary to focus on related metrics.
Through a customer experience survey, you will then be able to identify KPIs and metrics that mean something to your customers .
Similarly, it is necessary to choose metrics that judge the quality of the experience from the customer's point of view and not from yours. For this, a satisfaction survey or a poll remain the best means!