Key CXMetrics for Improving Customer Experience
Ask customers how likely they are to recommend your company on a scale from 0 to 10.
Net Promoter Score (NPS)
Use a survey question asking customers to rate their satisfaction on a scale, typically from 1 to 5 or 1 to 10.
Customer Satisfaction Score
(CSAT)
Ask customers to rate the effort required to handle their request or solve a problem on a scale.
Customer
Effort Score
(CES)
Calculate the number of retained customers divided by the number of total customers at the start of the period.
Customer
Retention Rate
Track the number of issues resolved during the first contact divided by the total number of customer issues.
First
Contact
Resolution (FCR)
Track the average time taken from when a customer submits an inquiry to when they receive a response.
Average
Response
Time
Measure the average time from the initial contact to the resolution of the issue.
Average Resolution
Time
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