quick methods to analyse your customer experience better 2022
Great customer experience requires a customer-centric mindset and also a lot of careful work. This article is amalgamated with the intention to provide a comprehensive guide as your introduction to the basics: why Customer experience is important, how to improve it through customer feedback and surveys, and many more. After knowing some basics about customer experience let us start with a brief introduction about why customer experience is important.
Why is Customer Experience important for your business?
Delivering a top-notch customer experience is highly important for any business. The better the experience customers have, the more repeated custom and positive reviews a business platform receive, while simultaneously reducing the friction of customer complaints and returns.
The benefits of addressing and delivering a great customer experience include:
- increased customer loyalty and trust
- increased customer satisfaction
- better word-of-mouth marketing, positive reviews, and recommendations
How to measure and analyze customer experience 2022
From what we wrote so far, customer experience can look like a subjective concept that’s difficult to measure. That’s why you need to rely on a number of different CX metrics that can be used individually or together to get an indication of customer experience in your business.
Here are four top metrics used by customer experience professionals to track customer experience over time:
- Customer Effort Score (CES)- Customer Effort Score is a method that measures the experience with either a product or service in terms of how ‘difficult’ or ‘easy’ it is for your customers to complete an action.
- Net Promoter Score (NPS)- Net Promoter Score is another method that is a customer loyalty score that is derived from asking customers a simple closed-ended question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a colleague?”.
- Customer Satisfaction Score (CSAT)- CSAT surveys measure customers’ satisfaction with the product or service they receive from you. The score can be expressed with a 5- or 7-point scale (where 1: very unsatisfied and 7: very satisfied), or through binary yes/no answers.
- Time To Resolution (TTR)- TTR is another average length of time it takes customer service teams to resolve an issue or ticket after it’s been opened by a customer. It can be measured in days or business hours and is calculated by adding up all times to resolution and dividing the result by the number of cases solved.
Customer experience may sound quite an easy job but mark my words friend, it isn’t. It is a crucial step for a business platform for their key exponential success.