Gartner Research

Customer Experience Metrics: What Tech CEOs Should Know and Manage

Published: 21 August 2019

ID: G00355265

Analyst(s): Ed Thompson , Yanna Dharmasthira

Summary

There are wide variations of CX metrics. Tech CEOs must understand the five most common categories for CX metrics — quality, satisfaction, loyalty, advocacy and employee engagement — and how to manage them.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Investigate the Use of CX Metrics in Your Organization
  • Understand the Range of Possible CX Metrics, Although Few Are Tracked by Tech CEOs
  • Utilize a Hierarchical Dashboard of CX Metrics That Covers Quality, Satisfaction, Loyalty, Advocacy, Employee Engagement
  • Consolidated Metrics Into a CX Dashboard
  • CX Index
  • Identify Causality Between Metrics
  • Apply the Eight General Best Practices That Are Relevant to All Metrics
  • When to Expect Change in Your Metrics
  • Clarify to Employees and Teams When a Metric Is Not a CX Metric

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