KPIs + Drivers
Different Key Performance Indicators (KPIs) can be used across journeys, touchpoints and channels to gain a more in depth view of what is critical to delivering great customer experiences.
Whilst we can recommend a suite of Key Performance Indicators (KPIs) to be used to measure CX in any given situation, often our starting point is to interrogate existing Voice of the Customer data or to audit customer experiences against our CX Principles. This enables us to establish the KPIs that are most appropriate in assessing specific customer experiences, supporting colleagues to deliver better service and delivering on business objectives.
Benefits + Considerations.
Including KPIs in your CX surveys enables you to gauge if you're reaching your goals, delivering on SLAs, and if your customers are happy with these standards.
KPIs can be analysed to determine how they relate to measures such as NPS and CSAT, enabling your business to hone in on the areas that matter most to customers and where performance is lowest to have the biggest immediate impact.
Although we have a recommended bank of KPIs to choose from, using KPIs tailored to your own business will enable you to gather the most valuable data and gaining the deepest insight. Existing data and/or pilot testing can be required to ensure you are measuring what matters most to your customers.
It’s important to strike a balance between asking the right number of questions to enable your business to understand and improve customer experiences, whilst ensuring that the survey remains engaging and is not too long.