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Measuring customer experience – Beyond the acronyms

NPS, CES, CSI, VFM: the measurement of customer experience has yielded a lot of acronyms. But which is the right TLA (Three Letter Acronym) for your business?

Most companies understand the basic premise that to truly know whether their customers are enjoying a good experience they need to quantitatively measure that experience. What is often less understood is the best way to measure the reality for your customers.

Download our approach to measuring customer experience which includes an overview on:

  • The most common customer experience KPIs’, pros and cons
  • What Makes a good KPI?
  • What questions should you be including in your customer surveys?
  • What numbers should be reported?
  • Identifying what works for your business

To find out more about measuring customer effort please contact Craig Strudley on +44 (0)1865 336 400.

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