Customer Experience Analytics Service and the KPIs to Focus Customer experience analytics is a vast process to realize the value across the entire customer journey. Customer experience analytics services hence begin with the collection of data. The process aims to acquire a better understanding of customer experiences by analyzing the data from several viewpoints.
In other words, CX experience analytics is all about the data and its meticulous inspection (or assessment). This further enables the businesses to work upon the customer engagement for improving their journey with the service or product, and everything else depends upon how you consider the KPIs to work upon –
1. Customer satisfaction score (CSAT) A numerical value that ranges from 1 to 5, CSAT is an easy way to know how satisfied your customers are with a message like, "Are you happy with our services?" This compels the users to rate your business performance. Customer experience analytics services use this data as they consider unfiltered feedback.
One of the key challenges of this type of feedback is the lack of customer interest, as many of them choose 'skip'. It leaves the analytics with empty hands, and to ignore this void, the only way is to enhance the sample size to get the maximum possible data with highly accurate results.
2. Customer Effort Score Another KPI that Customer experience analytics services include is customer effort score (abbreviated CES). The score renders the customers' efforts to solve (or handle) the facing troubles. This numeric representation ranges on the scale from 1 to 10, where 10 denotes the difficulty that