Top KPIs for CXOs
1.Overall Customer Satisfaction (CSAT): Measures overall customer satisfaction with the company’s products and services.
2.Net Promoter Score (NPS): The likelihood of customers to recommend the company’s products or services to others.
3.Customer Effort Score (CES): The ease with which customers can get their issues resolved or interact with the company.
4.Employee Engagement Score: The level of engagement and satisfaction among employees, as it directly impacts customer experience.
5.Brand Loyalty Index: The degree of customer loyalty to the brand, often measured through repeat purchase rates.
6.Omnichannel Experience Consistency: The uniformity of customer experience across all channels, including online, in-store, and mobile.
7.Customer Feedback Response Rate: The rate at which the company responds to and acts on customer feedback.
8.Customer Journey Mapping Completeness: The extent to which customer journeys are fully mapped and understood.
9.Innovation in Customer Experience: The rate of introducing new solutions or services that enhance the customer experience.
10.Service Recovery Effectiveness: The effectiveness of resolving customer complaints and problems, turning dissatisfied customers into loyal ones.