Gartner Research

Ignition Guide to Creating a Dashboard for Customer Experience

Published: 19 August 2016

ID: G00340736

Analyst(s): Customer Experience Research Team


This guide includes documents that will help you define business performance metrics that align with enterprise goals, standardize the measurement of metrics, and create a visually engaging dashboard to communicate business performance.

Table Of Contents



Step 1 of 5: Plan the Dashboard Design Process

Project Objectives

Roles and Responsibilities

Before You Start

Common Pitfalls and Keys to Success

Step 2 of 5: Select Metrics That Align with Business Priorities


How to Set Up for Success

Step 3 of 5: Establish and Implement Governance Processes for Accurate Data Collection


How to Set Up for Success

Step 4 of 5: Finalize and Communicate Dashboard Performance Data


How to Set Up for Success

Step 5 of 5: Monitor Dashboard Relevance

Review Your Performance

Key to Continued Success

©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.