How to Measure Customer Experience

Treat your customers well so that they can be your brand ambassador

Measuring Customer Experience

Customer experience is all about customers and their journey with a brand, product, service or company. In my previous post, I have talked about customer experience, the importance of customer and strategies to improve customer experience. Today, we will have a look on how to measure customer experience. We can measure customer experience through figures, statistics and surveys. Let’s have a look at the 5 main ways that you can use to do it.

1. Calculate the Net Promoter Score

Calculating the NPS (Net Promoter Score) is one of the main ways to measure customer experience. So as to calculate the NPS, you have to ask your customer they will recommend your brand, product or company to a family or a friend on a scale of 0 – 10. Scores from 0 to 6 are detractors, which means that they are unhappy customers and can damage your brand and they can spread negative word-of-mouth. Scores 7 and 8 are passives, they are satisfied customers, however they also tend to be vulnerable to competitive offers. And finally scores 9 and 10 are promoters, they are loyal customers who will keep buying your product and spread positive word-of-mouth. And to determine your NPS, all you need is to subtract the percentage of detractor responses from promoter responses. And with this information, you can work on improving customers satisfaction and experience.

2. Analyze Customer Journey Analytics

Another method measure to measure customer experience is through analytics, figures and statistics. You can start with analytics on your website and social media. There is also reviews with ratings and comments. You can also use the figures of your number of sales, if there is an increase it means your marketing and promotional activities are providing successful results. You can use these results and analytics to determine whether you are satisfying the needs of your customers and if they are happy.

3. Conduct Customer Surveys

The third method to understand customer experience is to talk with them and ask them. This can be done through surveys. You can also add the NPS question in your questionnaire. The main questions to ask are if the customers are happy with the products, what would they like to improve if their is a need for improvement. In addition, you can also ask them how they feel about the brands and products of your competitors.

4. Determine Customer Churn Rate

Churn rate refers the percentage of your subscribers who discontinue their subscriptions during a given time period. It is important to understand why your customers are cancelling or not renewing their subscription so as to know what is wrong and avoid other subscribers to do so.

5. Measure Customer Satisfaction Scores

The satisfaction score is when you ask a customer is they are satisfied with your product or service. Customers satisfaction scores are generally done through surveys, by phone, in person or by mail. This score will give you an immediate feedback of customer experience. And if you have a low satisfaction rate, you will have to begin to implement changes rapidly.

Customer experience may seem complex. However, once to begin to measure it, you will have a clear picture of your customer experience.

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