customer experience measurement

Assessing The Factors That Move CX Metrics

NPS, or Net Promoter Score, is one of the most popular metrics to measure customer satisfaction and loyalty to a brand. Because of the ease of gathering NPS data, this metric is also commonly used as a proxy to measure other subjective aspects like customer experience and loyalty. The rationale here is that good CX …

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A Practical Guide to Customer Experience Measurement

When’s the last time you recall a smooth, streamlined, and pleasant experience while working with a brand? Or when you just had to share that one time a brand exceeded your expectations and delivered a level of customer experience that was simply amazing? Now, look at this experience through the eyes of the company. Are …

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