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HOW TO MEASURE CUSTOMER EXPERIENCE 

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1. Analyse customer satisfaction survey results

  • Customer satisfaction surveys regularly provide insight into your customer's experience with your brand, product, or service

  • Net Promoter Score (NPS) measures how likely your customers are to promote you to their friends, family, and colleagues based on their experiences with your company

  • Consider Data Aggregate across teams; since multiple teams impact your overall customer experience, you'll need a clear picture of performance = numerous data points

  • Analysing NPS from multiple touch points across the customer journey will tell you what you need to improve

  • You may follow up on customer feedback, whether positive or negative, to connect with customers, deepen your relationship with them, and improve your retention and loyalty

2. Identify the rate of and reasons for customer churn

  • Vital that you learn from churn when it happens so you can prevent it from happening again

  • Do a regular analysis of your churned customers so you can determine whether your churn rate is:

    • Increasing or decreasing​

    • Reasons for churn

    • Actions your team may take in the future to prevent a similar situation

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3. Ask customers for product or feature requests

  • Create a forum for your customers to request new products or features to make your offerings more valuable and helpful for the problem they're trying to solve

  • It doesn't mean you must implement all of the suggestions you receive

  • If recurring trends are popping up, they might be worth investing time in

4. Analyse customer support ticket trends

  • If there are recurring issues among tickets, review possible reasons for those hiccups

  • Provide solutions across the board

  • This will allow you to decrease the total number of tickets reps receive while providing a streamlined and enjoyable customer experience.

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