Best Practice Report

Common CX Metrics: Methodology Pros And Cons

Key Facts About NPS℠, CX Index™, Customer Effort Score, Satisfaction, And Other Metrics

March 22nd, 2022
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
Michelle Yaiser, null
Michelle Yaiser
With contributors:
Martin Gill , Harley Manning , Daniel Portillo , Zaklina Ber , Christine Turley

Summary

There isn’t one best metric for measuring customer experience (CX). That’s why CX pros must understand the methodology behind the most common CX metrics as well as their pros and cons. With that information in hand, they can decide which metric or metrics to use in their CX measurement framework.

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