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How to Measure the Success of Your Actions

Measuring the impact of customer experience is difficult. But, if you do not measure your customer service, how will you judge your actions’ success? If you want to improve customer service, you must track only the most important KPIs for your service department. In this article at Customer Think, Nicholas Zeisler explains how your CX efforts impact your organization’s bottom-line.

Customer Experience KPIs to Measure

Customer Satisfaction (CSAT) Score

The most popular KPI for measuring customer satisfaction is the CSAT. As your customers directly rate their satisfaction with your business, services, or products, ensure to include stars, smiley faces, or other emojis along with regular numbers in your CSAT scale. Your score is the average of all customer responses.

First Response Time

Your customers expect a smooth and efficient experience. A swift response to your customers’ requests is essential because your competitors are just a click away. Send an automated message like “someone is working on this issue.” Though this is not an actual response, it helps in comforting customers that their request reached the target.

Client Risk

Many organizations capture this in their CRM system. Most enterprises ask their account management or customer success teams to evaluate a relationship’s current state—often through red, yellow, and green color codes. When you pair that with the KPIs, it will give you a compelling 2×2 matrix.


This KPI measures ‘service + quality’ and is one of the most common methods for measuring service quality’s subjective elements. Ask your clients to rate your services based on their expectations and experience. This will help you understand your customer’s expectations and efficiently respond to their requests.

“If you take care of your customers, your Net Promoter Score (NPS) will be fine. In other words, if you want to change perception (the score), change reality (the experience),” says Zeisler.

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