CES

5 Essential Customer Experience Metrics to Track

Key Metrics Overview

1. Customer Satisfaction Score (CSAT)
   • Measures customer satisfaction at a specific touchpoint.
2. Net Promoter Score (NPS)
   • Gauges customer loyalty and willingness to recommend the brand.
3. Customer Effort Score (CES)
   • Assesses how much effort customers must put forth to get an issue resolved.
4. Customer Lifetime Value (CLV)
   • Estimates total revenue a business can expect from a single customer.
5. Churn Rate
   • Measures the percentage of customers who stop using the service over a set period.