Forrester

Why Read This Report

This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes: tracking site experience quality and pointing to opportunities for improvement. This report outlines how customer experience professionals can manage and optimize the performance of their digital customer experience improvement projects. It outlines the three types of metrics customer experience pros need to support their efforts: measures of how customers perceive their visits to the site, events that signal potential problems even if customers don't complain, and data about what customers do after the visit that can help show how experience quality affects future business. It also provides a worksheet where you can take stock of your existing metrics and — if necessary — close any gaps in your measurement system.