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
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.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.