What gets measured gets done! To this effect many organizations take steps to measure the customer experience. Many wonder whether to measure Customer Satisfaction, the Likelihood to Recommend (Net Promoter Score ® System), the Customer Effort Score, or to choose an index of measures.
The main challenge however is finding the key customer experience aspects to measure, which will result in a change in the organization’s KPIs.
Customer Experience Measures ≠ Customer Loyalty Measures
- Measure the customer experience
- These are key aspects of the customer experience
- Easier to change
- Measure the customer attitude and behavior
- Measure the outcome of the customer experience
- Harder to change