Benchmark Groups Journey mapping Metrics 
delighted
MAY 4, 2021
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). NPS is primarily a relationship study metric (though it can also be leveraged for transactional studies — more on this later).
Amity
MARCH 24, 2016
We benchmark ourselves against standards such as body mass index to determine where we should ideally be. If this approach - theoretically - works when dieting, why not use benchmarking with customers? To show customers how well your product is performing, it is important to provide them the metrics.
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CX Accelerator
OCTOBER 25, 2018
I’ve seen organizations with vibrant, meaningful CX groups modeled in all sorts of different ways. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The bottom line is there is no "magic metric." This is not necessarily the case. NPS still has value.
ClearAction
JULY 23, 2023
In addition to the groups listed above: Marketing managers are creating content and campaigns to educate and nurture prospective and existing customers. They may have customer stories useful for customer journey maps. Check-in with each of these groups to establish an alliance among them. Build from these strengths.
GetFeedback
DECEMBER 2, 2019
If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Benchmark your CSAT score against your industry. I’ve outlined an example here.
Nicereply
JANUARY 12, 2021
In your one-on-ones, take the time to get to know your employees , rather than just reviewing metrics. Create at least one social group call a month. Have a group meeting weekly or biweekly. Group meetings help you uncover hidden dynamics amongst your team members, whether they be healthy or dysfunctional.
Totango
AUGUST 18, 2022
Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding.
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