How To Set CX Metrics Goals

April 7th, 2023

Rich Saunders Senior Analyst

Pete Jacques Principal Analyst

With contributors:

Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Customer experience (CX) leaders must set goals for standard CX beacon metrics such as Net Promoter Score℠ (NPS) and customer satisfaction (CSAT). We have identified specific challenges that CX leaders face in setting these metric goals effectively. These issues often lead to inaccurate or unrealistic targets that undermine the credibility of the valuable customer insights they produce. We present five techniques that can be applied across all CX programs. We then describe four steps for using these techniques to set goals effectively based on program maturity. This approach gives CX leaders the confidence to generate quantitatively defensible CX metric goals for their organization.

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