Skip to main content

Save or Share this Report

For Customer Experience Professionals

The Top 10 CX Measurement Questions Answered

June 6, 2018

Primary author headshot


Why Read This Report

To measure customer experience (CX), CX pros 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. They also need tools and processes to turn CX measurement insights into actions that improve CX. This report answers the 10 most common questions that CX professionals agonize over when it comes to CX measurement. This is an update of a previously published report; it reflects new naming of the types of CX metrics and levels of CX measurement, as well as new questions around the importance of CX measurement and how to build a measurement program.

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 ($745 USD).


Table of Contents

  • Want To Manage Customer Experience? You Need To Measure It First
  • Related Research Documents

Recommended Research