What Is Customer experience | Sprinklr Glossary

What is customer experience?

Customer experience (CX) is the overall perception created from all the interactions customers have with a brand, product or service. Be it looking at a banner, browsing through their website, paying money or calling customer support, CX binds together every touchpoint across a customer's journey. The benefits of measuring customer experience are: -

Five major metrics to measure customer experience

Now that you understand the meaning of customer experience and its benefits, let’s understand five major metrics to measure customer experience: -

1. Customer satisfaction surveys

Once a customer is done interacting with a company, they get a survey asking how happy are they with the experience. It could be a simple scale, like 1 to 5 with the lowest rating being 1 and the highest being 5. The customer response determines how satisfied they are with you.

2. Net Promoter Score (NPS)

Will your customer recommend your company to a friend on a scale of 1 to 10? This question is leveraged by NPS surveys to understand the level of customer advocacy. People who score 9 or 10 are your biggest fans, 7 or 8 are neutral and 0 to 6 are not happy.

3. Customer Effort Score (CES)

Check with customers to know how easy it is to get their query or task resolved on a scale of 1 to 7 where 1 means it was very hard and 7 being very easy. If most customers rate you 7, you indeed have happier customers.

4. Monitoring Social Media

Companies use social listening tools to understand what kind of conversations customers have about their brand. Positive comments mean great experiences, negative comments mean some issues need to be fixed.

5. First Contact Resolution (FCR)

Find out how often customer queries are resolved the very first they contact you. Resolving problems in the first try itself is a solid indicator of great CX and customer service.

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