This is a guest post by Alyse Falk. Alyse is a freelance writer, and she handles stories about the latest developments in the field of technology. Passionate about AI, Alyse has extensive experience writing articles and essays on data-driven analytics, cloud computing, cybersecurity, machine learning, and IoT devices.
Customer feedback is integral to understanding how to deliver a consistently good customer experience. By gathering feedback, you stop guessing about what your customers do and don’t like and, instead, gain direct action items for how to improve customer experience in the future.
Improving customer experience (otherwise known as CX) comes with many benefits. Perhaps the largest of all is that your customers will get better service quality, leading to increased customer satisfaction, loyalty, and advocacy.
Besides improved customer experiences, you will also get significant financial benefits. In fact, 73 percent of companies with above-average customer experience perform better financially than their competitors with a lower level of CX!
However, getting good customer feedback and reaching that ‘Aha!’ moment so you can improve customer experience can be tricky.
That’s why, in this guest post, I’ll be telling you everything you need to know about customer experience measurement, how to do it, and how Process Steet can help.
Read through these sections for everything you need to know:
- What is customer experience measurement (and why measure CX)?
- What to do before measuring customer experience
- The key customer experience metrics (and which ones to choose)
- Building a CX measurement scorecard
- Use Process Street to help with radically improving customer experience!
Or, if you wanted to start compiling customer feedback straight away, here’s Process Street’s Customer Feedback Checklist Template.
Let’s jump right in.