Forrester

Why Read This Report

Customer experience professionals use metrics to monitor the quality of their website customer experience and find ways to improve it. A good measurement system includes metrics that capture three things: how customers perceived the experience, problems that happened during the experience that affected those perceptions, and customer behavior after the experience that can affect the health of the business. This worksheet helps customer experience professionals inventory their existing metrics, using this framework as a way to identify gaps that might affect their ability to monitor customer experience quality effectively.