A strong customer experience (CX) metrics program is an essential component of any company’s CX efforts. It not only allows an organization to systematically measure the quality of the experiences it delivers to customers, but it also provides insights that help a company spot improvement opportunities, prioritize its investments, track its CX progress, and raise awareness of CX efforts across the business.
Use this worksheet to assess the current state of your CX metrics program across the five stages, then identify opportunities to strengthen your program as well as potential challenges you may encounter along your journey. To help you brainstorm ideas for improving your performance across the five steps, review the advice provided. For additional inspiration and examples of how to build a robust metrics program, read the original report, Five Steps for Building a Strong CX Metrics Program.