metrics

A business is a very lively structure that is constantly moving somewhere and adapting to new conditions. But some internal rules in this system remain unchanged. For example, that it is always cheaper to retain loyal customers than to attract new ones. Approximately 5-25 times. Not to mention that "saved" customers buy more often and spend more money. However, just maintaining a good relationship with users is not enough. It is important to turn this interaction into numbers and understand wha

The CES or Customer Effort Score metric answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user has the most difficult time, and make their path easier by eliminating this or that problem. It seems that creating this type of survey is easy: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But

The pattern of relationships between users and brands has changed a lot over the past decade. Now companies are not just selling goods and services, but are trying to provide a unique experience to the client. That includes involvement in various activities. It can be participation in loyalty programs, communication in social networks or content creation. All this can be combined under the concept of Customer Engagement (CE). Customer engagement is an ongoing development of the relationship bet

CSAT surveys are used to measure the level of customer satisfaction. Sometimes — by some specific processes, be it the convenience of the page after updating, sometimes — more general, like interaction with the site as a whole. Most often, a CSAT survey looks like a rating or emoji scale. It may look easy to create this type of survey. You choose the question you are interested in and determine how many marks you need on the scale — five, ten, fewer or more. But you will need good preparation a

With Net Promoter Score, you can literally calculate customer loyalty. In this article, let's discuss how NPS will help your company grow. What is NPS? Net Promoter Score is an index of customer loyalty. A metric shows a customer's attitude to your product or website and helps discover how likely they are to recommend you to their friends or relatives. NPS is measured to improve customer loyalty. It differs from many other metrics in that it learns the overall impression of a company or brand

Disclaimer: in no case do we pretend to be the ultimate truth. On the contrary, we want to discuss the popular metric. Our observations are recommendatory and based on personal experience 😋 Who doesn't know about NPS? Today it is one of the most popular metrics of customer experience. Top management adores it too. As it often happens, something popular is being transformed and adjusted to fit the specific company. It's a natural process with its pros and cons. Net Promoter Score is no excepti

In the second part of the guide on loyalty metrics we have specified the indicators measuring the level of CX. We will tell you why and how to count them and what numbers to achieve. This article is part of a complete guide on loyalty metrics. Be sure to study other materials from our series: Metrics of Customer Experience Unlike the part with business metrics, we did not include the item "How to improve the metrics" in this one. All of the following metrics directly correlate with the custom

The high-quality CX trend has led many companies to try to improve customer relations. The problem is how to measure these relationships. We talk about this in a series of articles. Hi! Most likely, you are here to read about loyalty metrics. This article is just one of the two parts of our guide. Here we talk about what loyalty is, how it is related to money and how to measure relationships between customer-business using metrics. According to recent research, a loyal user is almost 5x times