Save or Share this Report

For Customer Experience Professionals

Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered

June 19, 2015

Why Read This Report

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so. Increasingly, companies are developing such a framework, despite facing sometimes major obstacles. This report answers some of the most common questions that customer experience professionals agonize over when it comes to CX measurement. We updated this report to reflect Forrester's recent research on the key dimensions of customer experience.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • 1. What does it mean to measure customer experience?
  • 2. What types of customer experience metrics do we need?
  • 3. How can companies pick the right metrics for each section of their customer experience measurement framework?
  • 4. Which customer experiences should we measure?
  • 5. How can companies measure customer experiences that span channels?
  • 6. How should companies use the customer experience metrics they collect?
  • 7. What is different about measuring customer experience in a B2B context?

Recommended Research