Choosing a Customer Experience Metric

Choose the primary customer experience metric that your company will use to measure performance. Why? Your primary metric anchors feedback design, internal reporting, goal setting, and employees’ understanding of performance.

Best Practices:

• Foster buy-in for the primary metric by developing proof points that link it to financial performance.
• Choose a metric that focuses the organization on excellence and differentiates top performers.
• Ensure that your metric is easy for employees to understand; avoid complex indexes or weighting schemes.

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