The Misguided Pursuit Of Metrics

Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning.

Survey scores are not like other business metrics. They reflect a narrow slice of the customer base — typically, those willing to respond — and lack the statistical rigor needed for enterprise-level decision-making. Imagine running operations based on feedback from 7% of transactions. That’s the reality of many CX programs today.

Worse, these scores often lack clear causality. Operational issues such as delayed shipments or product defects have traceable root causes. But when survey scores dip, few organizations can quantify the business impact or pinpoint why. The result? A metric that’s easy to chase but hard to act on.

The Vicious Cycle Of Score Obsession

The root of this issue lies in a vicious cycle. CX professionals frequently feel compelled to focus on survey scores because of executive mandates, but this dysfunction didn’t start with executives — it began with CX programs themselves. In an effort to prove value, many positioned survey scores as proxies for experience quality. That framing stuck. Now, CX teams are judged by the very metrics they promote, trapped in a cycle where performance means score inflation, not experience transformation.

When Metrics Become Manipulation

Our latest research reveals a troubling trend: widespread manipulation of survey scores. Some tactics are overt — coaching, begging, or shaming customers for high marks. Others are subtle — selective sampling, biased reporting, or timing surveys to avoid negative feedback. Regardless of intent, the outcome is the same: distorted data, eroded trust, and missed opportunities.

Why It Happens

Score manipulation isn’t random — it’s systemic. The top driver? Tying survey scores to compensation. When bonuses depend on metrics, employees naturally prioritize score inflation over genuine improvement.

Another root cause is CX immaturity. Without the tools, authority, or cross-functional support to fix real issues, teams resort to biasing performance. This undermines credibility and stalls progress.

The Business Impact

Manipulated scores don’t just mislead — they damage. Customers pressured to give high ratings often feel uncomfortable, harming brand perception and loyalty, employees forced into metric theater suffer burnout and disengagement, and organizations lose the ability to detect and resolve the issues that truly affect performance.

Breaking The Cycle: Strategies For Real CX Impact

The good news? CX programs can course-correct. Our research identifies six strategies to shift from score obsession to insight-driven action. These include:

  • Generating insights — to shift the focus from scores to action.
  • Focusing on outcomes — by tying CX to real business results.
  • Fostering customer obsession — to cultivate customer, not score-focused, culture.

These strategies move CX from reactive reporting to proactive transformation — where feedback fuels decisions, not dashboards.

The CX Crossroads

CX is at a pivotal moment. Programs that cling to inflated metrics will fade into irrelevance. Those that evolve into strategic insight engines will shape the future of customer loyalty, growth, and innovation.