Gartner Research

How to Manage Customer Experience Metrics

Published: 20 May 2015

ID: G00268913

Analyst(s): Ed Thompson

Summary

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

Introduction

Analysis

  • 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

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