What are customer experience metrics?

Customer experience metrics are measures of a brand's effectiveness at shaping customer sentiment and their expectations towards your business. Just as customer experience is a holistic view of a customer's journey and entire relationship with an organization, customer experience metrics are an intricate collection of key performance indicators (KPIs). No single metric can capture the rich, multi-faceted nature of customer experience.

Companies often use a blend of the following popular customer experience (CX) metrics to gauge how well they are positively impacting customer opinions and [meeting customer expectations]:

Customer Satisfaction (CSat) scores

Customer Satisfaction score measures customer experience and satisfaction with specific facets of the business within a certain period. And to gauge the level of satisfied customers, distribute CSAT surveys following crucial touchpoints in the customer journey. Its focused nature makes it valuable as a transactional metric, but it should be used alongside other metrics to paint a broader picture.

Net Promoter Score (NPS)

NPS is a key performance indicator that measures the likelihood of a customer recommending your brand to friends and family and is correlated with customer loyalty and retention rate.

Customer Effort Score (CES)

CES measures a customer's effort while interacting with a business. Given that customers seek very low-effort transactions, CES becomes an important KPI in the company's customer experience metrics.

Customer Churn Rate

Customer churn is a trailing indicator that signals whether the customer experience is impacting your customer retention rate positively or negatively.

Customer Lifetime Value (CLV)

CLV measures the potential customer's lifetime value by considering acquisition costs and revenue. When CLV sees an upswing, it often implies that the customer experience and satisfaction score have improved.

As the saying goes, "it takes a village" of customer experience metrics to understand customer insights, how customers feel, and their sentiment about a brand.

Contact center KPIs that can impact customer experience metrics

As many would agree, customer service interactions can significantly sway the overall customer experience and customer sentiment. To ensure this impact leans towards a positive experience, contact centers should concentrate on the following KPIs:

First contact resolution (FCR) rates. When a customer's issue is resolved on the first contact, it improves their customer effort score and their overall satisfaction. FCR rates reflect how effective support teams are in their roles.

Average speed to answer (ASA). ASA is a traditional contact center metric that measures the average resolution time, gauging how long customers must wait before connecting with an agent. Long wait times can contribute to customer churn and negatively affect the overall customer experience.

Self-service success rates. Self-service offers speed and convenience to the customer experience but must be successful. Monitoring the percentage of customers able to solve their issues independently helps contact centers understand whether their self-service solutions enhance customer satisfaction or contribute to customer churn.

How NICE can help you improve your customer experience metrics

NICE is the industry leader in equipping businesses with the cloud contact center software they need to deliver outstanding customer experiences consistently. We assist in not only reducing customer effort but also increasing customer loyalty. Here are a few ways we can help:

  • Modern ACD: Our system provides digital-first omnichannel routing, fostering increased business agility and making existing and new customer transactions smooth and efficient.
  • Integrated Workforce Management Solutions: We have comprehensive solutions to engage and empower contact center agents, aiding in the first contact resolution and ultimately enhancing the overall customer journey.
  • Automation and AI Capabilities: We use automation and AI to reduce average resolution time, increase customer satisfaction scores, and improve the customer experience, offering very high-effort tasks to be handled effortlessly.

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines. We simplify administration and streamline the user experience, ensuring a very low-effort input from the customer. Trust NICE to be your partner in measuring customer experience and boosting business success.

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