Measuring and Managing the Customer Experience | A MetricNet Scorecard
Defining Customer Experience
To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the customer experience as a marathon, not a sprint. Each touchpoint with your customer is a mile marker, and they all influence customer perception. Moreover, customer perception is everything! It’s also critical to understand that not every touchpoint involves live agent interaction. We must consider the end-to-end journey a customer takes when engaging IT support, including the level of effort expended and the time it takes to reach the desired outcome.
Much like MetricNet’s ROI methodology, we start by breaking customer experience into its respective parts to get a single overall measure of performance. There are three critical metrics that comprise the customer experience: Customer Satisfaction, Customer Effort, and Net Promoter Score. How did we arrive at these three metrics? Is it a hunch? Suspicion? An academic exercise? No, it’s none of the above. We know that these are the three metrics that matter most because the empirical evidence from thousands of service and support benchmarks supports this conclusion. But let me explain why these metrics are so critically important.