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.
Examples of Customer Experience metrics and KPIs 1. Customer Satisfaction Score (CSAT) Measures customer happiness with a product or service, usually on a scale of 1-5.
What good looks like for this metric: 80-85%
Ideas to improve this metric Gather customer feedback regularly Address complaints promptly Enhance product features based on user feedback Train customer support staff adequately Implement a loyalty program 2. Net Promoter Score (NPS) Assesses customer loyalty by asking them to rate the likelihood of recommending the product to others on a scale of 0-10.
What good looks like for this metric: 30-50
Ideas to improve this metric Cultivate strong customer relationships Resolve issues swiftly and efficiently Encourage customers to share testimonials Offer incentives for referrals Improve the overall customer experience 3. Customer Effort Score (CES) Evaluates the ease of service usage by asking customers to rate their effort level in completing a task.
What good looks like for this metric: 5 or lower
Ideas to improve this metric Simplify processes Improve website usability Enhance user interface design Provide clear instructions and guidance Reduce waiting times in service 4. Churn Rate Indicates the percentage of customers who stop using a product or service within a particular time frame.
What good looks like for this metric: 5-7%
Ideas to improve this metric Identify reasons causing customer churn Enhance customer retention strategies Offer personalised experiences Develop an attentive onboarding process Continuously engage with customers 5. Customer Lifetime Value (CLV) A prediction of the net profit attributed to the entire future relationship with a customer.
What good looks like for this metric: 3 times the acquisition cost
Ideas to improve this metric Increase customer satisfaction initiatives Track customer purchasing patterns Improve customer segmentation Enhance cross-selling initiatives Increase quality of customer support
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1. Customer Satisfaction Score (CSAT) 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
Ideas to improve this metric Conduct user experience workshops Simplify the onboarding process Iterate software design based on feedback Ensure compatibility with various devices Run usability tests regularly
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1. Net Promoter Score (NPS) Measures customer loyalty and satisfaction by asking how likely customers are to recommend your product or service to others
What good looks like for this metric: Typical benchmarks range from -100 to +100 with 50 being excellent
Ideas to improve this metric Conduct customer feedback surveys regularly Implement changes based on feedback Improve customer service responsiveness Enhance customer onboarding experience Encourage loyal customers to share testimonials 2. Customer Satisfaction Score (CSAT) Measures how satisfied customers are with a company's product, service, or experience through short surveys
What good looks like for this metric: Scores of 75% or above are considered good
Ideas to improve this metric Simplify the survey process Focus on enhancing product features Train staff in customer service Respond promptly to customer inquiries Monitor and address negative feedback 3. Customer Retention Rate The percentage of customers who continue to use a company's products or services over a given period
What good looks like for this metric: Typically above 80% is considered good
Ideas to improve this metric Build long-term relationships with customers Implement loyalty programs Regularly update customers on new offerings Analyse and address reasons for customer churn Increase the value of the offering 4. Social Media Sentiment Analysis Tracks and analyses brand mentions on social media to gauge public opinion
What good looks like for this metric: N/A, but positive sentiment should be maximized
Ideas to improve this metric Engage positively with social media followers Monitor and address negative comments quickly Create engaging and relevant content Collaborate with influencers Utilise sentiment analysis tools 5. Customer Lifetime Value (CLV) Estimates the total revenue that a business can expect from a single customer account throughout the business relationship
What good looks like for this metric: Varies by industry, should exceed customer acquisition cost
Ideas to improve this metric Increase customer purchase frequency Enhance customer experience Personalise marketing efforts Upsell and cross-sell products Reduce customer churn
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1. Customer Satisfaction Score Measures the overall satisfaction of customers with the services provided by TAX2WIN, typically through surveys
What good looks like for this metric: Above 75%
Ideas to improve this metric Conduct regular feedback surveys Improve response time to queries Enhance user interface and user experience Offer personalised tax solutions Provide clear and detailed tax reports 2. Net Promoter Score (NPS) Gauges the likelihood of customers recommending TAX2WIN services to others on a scale of 0-10
What good looks like for this metric: Typically above 50
Ideas to improve this metric Increase customer engagement Enhance service reliability Offer referral discounts Resolve customer complaints swiftly Conduct customer success stories 3. Time to File Tax Returns Measures the average time taken for successful tax return filing from the initial client engagement
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric Streamline the filing process Implement automation tools Reduce documentation requirements Provide detailed filing guides Train team on efficient workflows 4. Conversion Rate Percentage of leads or visitors who convert into actual users or pay for TAX2WIN services
What good looks like for this metric: 20-30%
Ideas to improve this metric Enhance website SEO Refine the sales funnel Create engaging content Offer promotions or discounts Improve landing page design 5. Revenue Growth Rate Measures the percentage growth in revenue over a specific period, indicating the financial health of TAX2WIN
What good looks like for this metric: 15-25% annually
Ideas to improve this metric Expand service offerings Increase marketing efforts Focus on customer retention Develop strategic partnerships Implement pricing strategies
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1. Average Rides Per Week The average number of rides a user takes per week, measured monthly
What good looks like for this metric: 2-4 rides per week
Ideas to improve this metric Promote regular scheduling of rides Provide incentives for more frequent rides Enhance ride experience to encourage repeat rides Introduce loyalty programs for frequent riders Offer discounts during off-peak hours 2. Rider Retention Rate Percentage of riders who continue to use the service over 6 months
What good looks like for this metric: 45-60%
Ideas to improve this metric Improve customer support services Develop a strong onboarding process Offer personalised ride suggestions Implement feedback loops for continuous improvement Conduct regular rider engagement activities 3. Usage Growth Rate The percentage increase in total rides over 6 months
What good looks like for this metric: 30-50%
Ideas to improve this metric Launch seasonal promotion campaigns Increase partnership with local events Enhance visibility through strategic marketing Develop a referral program for riders Invest in community outreach and collaborations 4. Customer Satisfaction Score Average satisfaction rating provided by users after rides
What good looks like for this metric: 4.0-4.5 out of 5
Ideas to improve this metric Ensure timely and reliable rides Focus on driver etiquette and professionalism Utilise user feedback for service adjustments Upgrade vehicle comfort and cleanliness Establish transparent pricing and billing 5. Ride Frequency Distribution Distribution of ride frequencies among users over 6 months
What good looks like for this metric: 20% regular vs 80% occasional
Ideas to improve this metric Create targeted marketing for occasional riders Analyse patterns for frequent and infrequent users Offer educational content to highlight service benefits Identify barriers and streamline ride-booking process Implement targeted loyalty rewards for consistency
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1. Active Users The number of users who engage with the platform over a specific period of time
What good looks like for this metric: 40-60% of total users
Ideas to improve this metric Increase marketing efforts to attract more users Enhance user interface for better engagement Introduce new features regularly Offer incentives for repeated use Conduct surveys to understand user needs 2. Questions Per User The average number of questions asked by users within a defined period
What good looks like for this metric: 3-5 questions per user per month
Ideas to improve this metric Encourage users to ask questions with reward systems Provide prompts or suggestions for questions Make the questioning process simple and intuitive Engage with users to demonstrate value Organise question-asking challenges 3. User Retention Rate The percentage of users who continue to use the platform over a given time frame
What good looks like for this metric: 20-25% monthly retention rate
Ideas to improve this metric Develop engaging content to keep users interested Create a feedback loop for continuous improvement Implement loyalty programs Track and analyse user drop-off points Personalise user experience 4. Average Session Duration The average amount of time users spend in a single session on the platform
What good looks like for this metric: 5-7 minutes per session
Ideas to improve this metric Enhance website or app loading speeds Provide high-quality, engaging content Reduce distractions and improve navigation Regularly update content to maintain interest Offer interactive features to engage users 5. Churn Rate The percentage of users who stop using the platform over a specific timeframe
What good looks like for this metric: 5-7% monthly churn rate
Ideas to improve this metric Reach out to inactive users with personalised messages Identify and address common reasons for churn Improve customer support and user assistance Provide regular updates and new features Enhance perceived value through user education
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1. Uptime Percentage 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
Ideas to improve this metric Optimize transactional workflow Enhance payment gateway reliability Continuously monitor transaction logs Implement strong authentication mechanisms Regularly update and test payment procedures
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1. Communication Error Rate Percentage of instances where communication breakdowns occur during coordination
What good looks like for this metric: 20% or lower
Ideas to improve this metric Implement standard communication protocols Use clear and concise language Conduct regular training sessions Utilise digital communication tools Collect feedback to identify common errors 2. Time Saved on Coordination Average time saved per day by tour leaders through efficient coordination tasks
What good looks like for this metric: At least 2 hours saved per day
Ideas to improve this metric Automate repetitive tasks Use scheduling and planning apps Delegate tasks among team members Create templates for common tasks Regularly review and streamline processes 3. Traveller Satisfaction Score Average satisfaction score reported by travellers regarding their experience
What good looks like for this metric: Score of 8 out of 10 or higher
Ideas to improve this metric Collect and act on traveller feedback Ensure clear and timely communication Enhance the itinerary with engaging activities Provide excellent customer service Offer personalised experiences 4. Task Completion Rate Rate at which coordination tasks are completed on time
What good looks like for this metric: 90% or higher
Ideas to improve this metric Set realistic deadlines Prioritise tasks based on urgency Monitor task progress regularly Utilise task management software Identify and address bottlenecks 5. Communication Technology Adoption Percentage of team members effectively using approved communication tools
What good looks like for this metric: 85% or higher
Ideas to improve this metric Provide training on communication tools Offer support and resources Encourage feedback on tool effectiveness Ensure tool accessibility on all devices Regularly update communication tools
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1. Conversion Rate The percentage of visitors to your website who successfully open a bank account online.
What good looks like for this metric: 5-15%
Ideas to improve this metric Simplify the online account opening process Improve website speed Enhance clarity of instructions Offer live chat support Test and refine user interface 2. Application Completion Rate The percentage of users who start the application process and successfully complete it.
What good looks like for this metric: Above 80%
Ideas to improve this metric Make forms shorter and simpler Provide clear progress indicators Reduce mandatory fields initially Allow saving applications for later completion Offer guidance and help during the process 3. Time to Open Account The average time it takes for a customer to complete the online account opening process.
What good looks like for this metric: Less than 10 minutes
Ideas to improve this metric Streamline verification processes Automate document uploads Use pre-filled forms where possible Minimize user input requirements Provide instant confirmation upon completion 4. Abandonment Rate The percentage of users who start but do not complete the online account opening process.
What good looks like for this metric: Less than 20%
Ideas to improve this metric Analyze drop-off points in the process Simplify the user journey Send reminders for incomplete applications Offer incentives to complete applications Enhance user experience with feedback opportunities 5. Customer Satisfaction Score A measure of how satisfied customers are with the online account opening process, typically obtained through surveys.
What good looks like for this metric: Above 80%
Ideas to improve this metric Conduct regular customer surveys Act on feedback to improve processes Ensure help resources are easily accessible Provide tutorials or guides Monitor customer service response times
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Tracking your Customer Experience metrics 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.
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