Gartner Research

How to Manage Customer Experience Metrics

Published: 20 May 2015

ID: G00268913

Analyst(s): Ed Thompson


Hundreds of CX metrics exist. Large organizations will often use more than 50, and no organization uses the same combination. IT leaders supporting CX initiatives must understand the four most common categories for CX metrics — quality, satisfaction, loyalty and advocacy — and how to manage them.

Table Of Contents
  • Key Challenges



  • Audit All Customer Experience Metrics Across the Organization
  • Build a Hierarchical Dashboard of Customer Experience Metrics That Covers as Many Aspects of Quality, Satisfaction, Loyalty and Advocacy as Possible
    • Apply the Eight General Best Practices That Are Relevant to All Metrics
  • Avoid Focusing on One Executive-Level Customer Experience Metric
  • Clarify to Colleagues When a Metric Is Not a CX Metric

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.