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Customer Experience Balanced Scorecard

Posted in Analytics, Customer Experience, UX and Analytics, and Voice of the Custostomer

An organization’s Balance Scorecard should include customer experience metrics along with productivity, quality, and agility to continuously improve cross-functional business processes that map to your overall financial performance goals.

Customer Experience metrics may include: service quality index, quantity of complaints, service level compliance, Net Promoter Score, and more.

The data from Voice of the Customer programs drive the customer experience metric. External, outside-in measurements mine social media and other customer interactions to understand, monitor, correlate, and report the customer experienced analytics. Customer retention rates, average resolution satisfaction, and Net Promoter Score are the most common CX metrics.

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