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CX, EX and Surveys

Measure What Drives Customer and Employee Satisfaction

A good customer experience is the first step toward building a loyal customer base. How do you improve the customer experience (CX), ensure customer satisfaction, and keep customers for life? Whether you are just starting to assess your customer journey or have already made significant CX transformation internally and externally, you are probably always looking for new ways to improve customer satisfaction as well as your employee  experience (EX) and engagement, to identify pain points along the customer journey, and resolve issues that can lead to customer or employee attrition.

Methodologies: NPS, CES, CSAT, CX Index…

The quality of “customer experience” (CX) as a whole can be complex to measure. Numerous frameworks have been put into place to help companies measure CX. Some of the most common include:

  • Net Promoter Score (NPS), to increase word-of-mouth promoters and reduce overall detractors
  • Customer Effort Score (CES), which correlates retention to a frictionless customer experience
  • Customer Satisfaction Score (CSAT), measuring customer feedback through overall satisfaction
  • CX Index, a comprehensive score that includes ease, advocacy, retention and more

The right framework for you depends on your specific customer journey, industry and CX maturity level.

If you’re ready to talk CX  and EX transformation and improve your customer and employee retention, contact us today.

Explore Options For Refining Your Customer Journey