If improving customer experience isn't your business's number one priority, you're not headed in the right direction. You'll fall far behind if you fail to deliver an exceptional customer experience.
Because?
Because more than 90% of companies compete based on customer experience, it is expected that in the future, businesses will compete solely on the basis of customer experience.
There is no option. You must do it. You must do it now.
Measuring customer experience is just as important. If you aren’t afghanistan telemarketing datameasuring it, you won’t be able to do better than your competition. Measuring customer experience using the right metrics and tools is essential.
Customer experience metrics allow you to measure customer experience quantitatively (mostly). Customer experience is a qualitative variable, so it is not easy to measure. There are multiple metrics that allow you to measure customer experience quantitatively, and that is exactly what we will explain in this guide.
This short guide will show you how you can measure customer experience like a pro without losing your way.
1. Net Promoter Score (NPS)
Net Promoter Score (NPS) is one of the most famous and leading customer experience metrics that allows you to measure and predict the growth of a business. NPS is the percentage of your customers who would recommend your business to a friend, colleague, or someone they know.
NPS is a single-item Likert scale question that asks customers a simple question:
“How likely are you to recommend this business to a friend or colleague?”
Customers rate your business on a 10-point Likert scale.
Once you have the answers, the next step is to calculate the detractors, passives, and promoters. Here's how you can calculate all three:
Promoters are those customers with a score of 9 or 10. These are your loyal and happy customers who would be willing to recommend your product/business.
Passives are neutral customers with a score of 7 or 8. These customers can become detractors or promoters. They can also change, so a high number of passives is not a healthy sign.
Detractors are dissatisfied customers with a score between 0 and 6. These customers are not only dissatisfied, but are likely to even engage in negative marketing.
Passives are neutral and do not impact the NPS result, you can just ignore them when calculating NPS. To calculate NPS, you need to subtract the percentage of promoters from the percentage of detractors. You will get a number between 1 and 100 (percentage) that will represent your NPS.
