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How Do You Measure Customer Experience?



In this video, we learn about the importance of measuring customer experience in order to improve a company's customer-centric approach. Key Performance Indicators (KPIs) are an effective way to evaluate a company's performance and progress towards achieving their customer experience goals. Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Churn Rate, and Repeat Purchase Rate are some of the KPIs used in measuring customer experience.

To measure CSAT, businesses can use surveys, rating systems, and feedback forms, while NPS can be measured through a survey asking customers to rate their likelihood of recommending a product or service to others. CES measures the level of effort required by customers to complete a task. Churn Rate measures the percentage of customers who have discontinued using a product or service, while Repeat Purchase Rate measures the percentage of customers who continue to purchase a product or service.

A customer experience platform can help businesses track and analyze customer interactions and share that information with various departments. It provides a centralized location for collecting and analyzing data on customer interactions, enabling businesses to gain valuable insights into customer behavior and preferences. The platform also makes it easier to identify trends and patterns in customer behavior, which can be used to inform the development of new products or services.

In conclusion, measuring KPIs in customer experience is crucial for businesses looking to improve their customer-centric approach. A customer experience platform can help businesses track and analyze customer interactions and share that information with various departments, leading to improved customer satisfaction, increased customer loyalty, and ultimately, business success.


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