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.