Gartner Research

Collect and Report CX Data

Published: 31 January 2018

ID: G00353621

Analyst(s): Customer Experience Research Team


In this research, we answer the question "What CX metrics are companies using, and how are they reporting the data?" CX teams collect various metrics, NPS being the most common, but have similar goals to automate and customize their reporting to business partners. Learn about these trends and see an illustrative snapshot of 10 companies’ reporting practices.

Table Of Contents

More Detail

Key Customer Experience Metrics

Report Cadence and Delivery

Increased Emphasis on Automation

Additional Resources

©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.