📩 Customer Experience Metrics and User Science Tools

This article discusses the importance of benchmarking customer experience metrics and user science tools.

Companies should focus on customer experience metrics to help improve the user experience of their customers. We can’t stress the importance of understanding the users’ needs and behaviors and providing qualitative insights to tell the story behind the metrics.

The article highlights six metrics to keep in mind: Net Promoter Score (NPS), churn rate, customer satisfaction (CSAT), customer loyalty and engagement, average time resolution, and customer effort score (CES). We goe into detail about each metric and provides the formulas to calculate them.

Customer Experience Metrics and User Science Tools to Keep in Mind

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Thaisa Fernandes

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