Most organizations have identified company goals such as the improvement of customer experience. You can perform all kinds of measurements to get a grip on those company\u2019s performance goals per department. Even with the use of several KPI\u2019s and cx metrics at the same process! In this blog we will explain how to use various customer experience KPI\u2019s such as NPS and CES in your organization and processes. <\/p>\n
Your organization can use the following KPI\u2019s to measure customer experience:<\/p>\n
Measuring customer experience takes place on different levels and moments in the organization. Sometimes it\u2019s better to use several KPI\u2019s instead of using one central metric to fit your needs. This way you get a better view of your organization because every so often a certain KPI works better for one department than for the other. <\/p>\n
Let\u2019s start with a practical example: customer Anne talks to employee Jack. They make an appointment. The customer arrives, but the appointment is not with Jack but with a colleague of his: Robert. Both employees (Jack and Robert) have different ideas concerning successful customer service for their department. You can check both processes with several KPI\u2019s; CES for the making of the appointment and NPS for the experience during the appointment. <\/p>\n
In one of our previous blogs, we\u2019ve explained the advantages of each key performance indicator and showed examples of when to use which KPI for what moment.<\/p>\n
By performing several measurements, you get an overview of each process revealing strengths and opportunities for improvement. So, depending on which goals you want to measure, a certain method or metric is applicable. You may also end up with a combination of cx metrics, just like the examples above. That deepens your research outcome. <\/p>\n
To determine which KPI\u2019s are suitable for your organization, we recommend using the customer journey to determine what you want to ask your customer at what moment. Set up a driver analysis for each customer experience metric and discover what has the most influence on the score. <\/p>\n
Customers will answer every feedback question based on their own experiences. Sometimes this results in feedback that is not tailored to the process the organization wants to improve, in which case a second CX KPI is recommended. <\/p>\n
For example, a car damage repair company wants insight into the functioning of their customer service, which is responsible for making appointments with customers for glass repair. They ask the customer to answer the NPS question after the repair has been carried out and define NPS drivers by asking several follow-up questions. Most customers indicate that they base their NPS score on the quality of the repair, and not on the accuracy of the appointment. As a result, the customer service department has little or no link to the NPS score, meaning the organization has insufficient insight into its performance. <\/p>\n
In such situations, we recommend using a second, additional CX KPI, for example the Customer Effort Score (CES). This provides relevant information for both processes and allows the organization to focus on customer service in a separate process. <\/p>\n
With CYS’s systems, it is easy to combine several KPI\u2019s and evaluate the results in one overview. Personalized dashboards for everyone in your organization ensure structure and clarity in the feedback results, even if you use different types of metrics. <\/p>\n
If you want to know more about deploying customer experience KPI\u2019s, download our free e-book on ‘A successful CX program \u2013 from measuring to improving’. Curious about what CYS can do for you as an organization with your specific wishes and needs? Let’s talk about customer experience management! <\/p>\n","protected":false},"excerpt":{"rendered":"
Discover why using several customer experience (CX) Key Performance Indicators (KPIs) is crucial for improving organizational processes. Learn more about essential CX metrics such as NPS, CES, and CSAT. We explore the benefits of using various KPIs instead of relying on one central metric. Practical examples illustrate how different KPIs can be applied in various situations. By understanding the customer journey and performing driver analyses, you can effectively deploy the most suitable KPIs to measure and improve your organization’s performance. <\/p>\n","protected":false},"author":4,"featured_media":348,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"wds_primary_category":0},"categories":[],"class_list":["post-5938","article","type-article","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article\/5938","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/types\/article"}],"author":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/users\/4"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media\/348"}],"wp:attachment":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media?parent=5938"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/categories?post=5938"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}