The 8 Metrics That CX Practitioners Should Track To Measure Success

Discover the 8 essential metrics you should measure to understand the impact of CX.

It’s time to stop guessing and start measuring the metrics that truly matter for your CX team. Watch this webinar to dive into our latest playbook, Decoding CX Metrics.

We will explore top metrics your CX team should track to drive learnings that can elevate your customer experience.

We’ll cover 8 metrics broken down into 4 main categories:

1. Customer Satisfaction
2. Customer Churn
3. Customer Support Efficiency
4. Self-Service

You'll learn:

• The CX metrics that matter: Discover metrics that help you measure and improve team performance and enhance customer satisfaction. For each metric, we’ll review actionable steps for measurement and improvement. Key metrics covered include Net Promoter Score, Ticket Deflection Rate, Customer Satisfaction Score, and five others.
  
• Overlooked metrics for increased performance: Learn about the “unsung hero” metrics—the ones that often go unnoticed yet significantly improve customer experiences. Metrics like Cost Per Resolution, which, when tracked over time, reveal the impact of new strategies on support operation costs. And metrics like Knowledge Base Usage, which highlight how effectively customers use self-service channels. We’ll cover definitions, measurement methods, and success benchmarks.