CX Audit is one of the seven building blocks of CXNow – The Customer Experience Transformation Program at Virtuos. CX Audit is built on PLUS — Pace Layered Umbrella Strategy Foundation.
Make managing down as important as managing up
Be inclusive of metrics from all parts of the organization
Look at the emotional, not just the rational
What’s Commonly Measured for CX?
Customer Satisfaction (C-SAT) is still the leading CX metric, used by 57% of companies. Net Promoter Score (NPS) follows, with 31% of $3B+ firms using it to assess executive performance. Mid to small-sized companies (under $500M) focus on repeat orders (23%), while larger firms also track brand reputation (20%) and Customer Lifetime Value (CLTV) at 21%.
Net Promoter Score = "Percentage of customers who would recommend a company (promoters) minus the percentage that would urge friends to stay away (detractors)"
It’s increasingly seen “NPS” is most talked about CX metric, but in reality, there are many other measures such as CES, WoMI, BAI to audit your customer experience..
Customer Effort Score (CES) from CEB (Now part of Gartner) is measured by asking a single question scored on a scale from 1 (very low effort) to 5 (very high effort):
– 'How much effort did you personally have to put forth to handle your request?'
CEB claim CES is a better predictor of loyalty than CSAT or NPS.
.png&w=1200&q=75)
CX Audit of your brand is very critical. Initiate CX Primer for free with our consultants.
Subscribe to Virtuos Digital Newsletter to get the updates on the latest AI, No-Code, Cloud and Digital Technologies.
Virtuos Digital (VDC) is a high-performance consulting and digital transformation company, driving AI Ambition and excellence through cutting-edge technology and strategic expertise.
Contact