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Why Companies Should Have Different Metrics

Do you measure the sales team performance the same way as your IT team? Besides, no two companies should have the same preferences and strategies. For instance, an accountancy firm will not have the same metrics as an audit company, even if they are in the same sector. So, then why would you opt for KPIs or metrics because your peers have done so? In this article at Customer Experience Update, Jim Tincher shares why companies should have different metrics.

Choosing Relevant Metrics

Net Promoter Score (NPS) seems to be one of the most preferred metrics among companies. However, without marketing, you could not inspire people to recommend your brand to their friends and family. So, the “likelihood to recommend” question in the survey does not bear any meaning. Instead, asking easily comprehensible questions like, “How simple was your experience?” would give you a better response, explains Tincher. Here are the guidelines to determine which metrics are suitable for your company or team:

Discover Metric Purpose

What is the purpose of setting up the metrics? More than recommendations, you would prioritize having customer loyalty. Ask questions that would invoke that feeling. For instance, the survey question “Do you get what you want from our site?” would help customers point out what you are missing. This question will make them complain more about your products, service, or site not working for them. These suggestions would lead you to areas you must tweak for business growth.

Compare Standard Metric Results

Set up several benchmarked metrics and watch the results. What made the customers respond to you? Was it a bare minimum response or detailed feedback? Did your query make them invest more in your product or service? Find out which metrics have helped you achieve it.

Convince the Stakeholders

Once you are confident that the selected metrics would direct your company or team to achieve the right goals, inform and explain the stakeholders. They might not know the terminologies your team members are so accustomed to. So, talk to them in business terms for better understanding.

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