Gartner Research

How to Manage Customer Experience Metrics

Published: 07 January 2020

ID: G00439830

Analyst(s): Ed Thompson , Michael Chiu , Don Scheibenreif


Large organizations will often use more than 50 CX metrics, and no organization uses the same combination. To simplify this environment, application leaders supporting CX initiatives must understand employee engagement, quality, satisfaction, loyalty and advocacy — and how to manage them.

Table Of Contents
  • Key Challenges



  • Audit and Consolidate All Customer Experience Metrics Across the Organization
  • Decide Which Are the KPIs and Which Are Just Metrics
  • Assess and Decide Which Method to Present Metrics — Dashboard, Hierarchy, Index
  • Apply the 8 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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