How loyal are your customers? How easy (or difficult) is it for them to meet their goals with your product or service? What was their most recent interaction with you like?
Understanding how customers feel about you from various perspectives is the only way to deliver the best possible experience to every user.
There are nine key metrics you can use to get different perspectives on your customer experience:
Let’s dive into each of them.
Net Promoter Score is the world’s leading metric for measuring customer loyalty. It comes from the question, “How likely would you be to recommend our company to a friend or colleague?” The answer choices fall under a scale from 0 (lowest) to 10 (highest).
Based on the responses, you can segment respondents into the following groups:
The metric is widely measured, so you can easily benchmark your score to see where you stand among industry competitors.
The NPS question allows you to determine whether or not your customers will say something positive about your brand. It gives you a holistic understanding of how customers feel. An increase in NPS suggests high customer satisfaction, which can lead to increased profitability and future growth.
We recommend measuring the NPS every quarter. Doing so allows you to track overall progress over time and understand how specific individuals feel over the course of their time with you. You can make inter