8 examples of Customer Experience metrics and KPIs
What are Customer Experience metrics?
Crafting the perfect Customer Experience metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Customer Experience metrics with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
A measure of user satisfaction based on their responses to a specific question about their experience with the software, usually rated on a scale from 1 to 5.
What good looks like for this metric: Average score of 4.0 or higher
Ideas to improve this metric
Enhance the user interface for better navigation
Provide regular software updates
Implement a robust customer support system
Conduct user training sessions
Gather direct feedback through surveys
2. Net Promoter Score (NPS)
An index ranging from -100 to 100 that measures users' willingness to recommend the software to others.
What good looks like for this metric: A score of 30 or above
Ideas to improve this metric
Improve software performance and speed
Create a referral program
Regularly communicate updates and new features
Engage with users through polls and forums
Offer incentives for referrals
3. User Retention Rate
The percentage of users who continue using the software over time, indicating their continued satisfaction.
What good looks like for this metric: Retention rate of over 80%
Ideas to improve this metric
Offer loyalty rewards for longtime users
Regularly release new features or functionalities
Ensure easy integration with other software
Monitor and fix bugs promptly
Personalize user experiences through AI
4. Average Resolution Time
The average time taken to resolve user-reported issues, reflecting the effectiveness of support services.
What good looks like for this metric: Time under 24 hours
Ideas to improve this metric
Increase the number of support staff
Offer 24/7 customer support
Train staff for quicker issue diagnosis
Leverage AI for support ticket triaging
Regularly update support knowledge base
5. Software Usability Score
A metric that evaluates users' perceptions of software ease of use, reliability, and performance.
What good looks like for this metric: Scores of 75 or higher
Measures the amount of time the service is up and running without interruptions. Calculated by dividing the total operational minutes by the total minutes in a period.
What good looks like for this metric: 99.9% or higher
Ideas to improve this metric
Implement redundancy systems
Use robust monitoring tools
Conduct regular maintenance
Train staff for quick incident response
Opt for reliable service providers
2. Response Time
The time it takes for the service to respond to a user action or request. Typically measured in milliseconds or seconds.
What good looks like for this metric: Less than 200ms
Ideas to improve this metric
Optimize server configurations
Use a content delivery network
Streamline code and queries
Enhance database performance
Regularly audit application performance
3. Error Rate
The percentage of failed requests in relation to the total number of service requests.
What good looks like for this metric: Less than 1%
Ideas to improve this metric
Implement detailed logging
Enhance debugging processes
Regular code reviews
Continuous service testing
Deploy robust error handling
4. Customer Satisfaction Score (CSAT)
A measurement derived from customer feedback focusing on satisfaction with the service, typically collected via surveys.
What good looks like for this metric: 80% or higher
Ideas to improve this metric
Enhance user experience design
Implement customer feedback loops
Resolve issues promptly
Provide user-friendly interfaces
Conduct regular user training
5. Transaction Success Rate
The percentage of successful transactions completed without any errors or failures.
What good looks like for this metric: 95% or higher
Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
Tability's check-ins will save you hours and increase transparency
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