Let’s all say it together: “The customer satisfaction metric is always right.”
Yes, satisfied clients and customers are an extremely strong measure of future success for any company. In fact, the ACSI has found that firms with high satisfaction scores are nearly five times more successful than the average Joe.
Naturally, you should be prioritizing client delight to ensure sustainable growth for your company. But you won’t know if you’re successful unless you measure it. As Peter Drucker once said, “you can't manage what you don't measure.”
This is where Key Performance Indicators (KPIs) come in. Customer experience and satisfaction metrics are a severely underrated region of KPI analysis. Consider that 97% of global consumers say customer service is somewhat-to-very-important in their choice of and loyalty to a brand. Keep track of client delight with the eight easy-to-measure metrics below, then use trends to guide strategy and tally progress towards your goals:
Lumoa identified the first six KPIs as the most popular CX metrics in their State of the Customer Experience report in 2018. According to the survey, all companies measure CX using at least one — but often a combination — of those six. After those, we’ve included two other valuable measurements worth your consideration.
So let’s get down to brass tacks. What are these KPIs, and why are they so important for prioritizing client delight?