How To Report

How To Select The Right CX Beacon Metric

Be Thoughtful When Selecting Your North Star To Guide Your Organization To Improved CX

August 2nd, 2021
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Su Doyle, Senior Analyst
Su Doyle Senior Analyst
With contributors:
Brian Mukasa , Harley Manning , Clarissa Skinner , Shayna Neuburg

Summary

A CX beacon metric is an organization’s top CX metric. It measures the overall success of CX efforts, rallies employees behind CX improvements, and provides an anchor for a CX measurement architecture. CX professionals shouldn’t default to commonly used beacon metrics like Net Promoter Score℠ (NPS) and customer satisfaction. Instead, they should consider common standardized or generic metrics and proprietary or custom indices. This report provides CX pros with a 10-criterion tool to assess each potential beacon metric for alignment with company goals, contribution to improving CX, acceptance from customers, appeal to stakeholders, practicability, and ease of benchmarking.

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