7 metrics to analyse your customer experience

Discover the different indicators that allow you to know the customer experience

The customer experience is at the heart of your company’s operation and profitability. This is why it is essential to pay attention to the indicators that you can analyse. In this article by AZEOO, we offer you 7 metrics to decipher.

1. Repeated purchases

This metric is based on the number of times customers repeatedly purchase a service or product. There are several reasons for this: your company is the market leader and has a monopoly in the sector, or you offer a good and satisfactory experience.

So, unless you have a monopoly in a fitness sector, this indicator is based more on customer satisfaction with your products and services.

2. Reactivity to your marketing campaigns

The open rate of e-mails, the number of clicks and the speed of response will determine this indicator.

The response rate is a bit special, but usually reflects the relevance of your marketing campaign. It is the number of clicks generated in relation to the number of solicitations (which can be advertisements on social networks, emails, etc.).

3. The attrition rate, mirror of customer retention

This is the erosion of the customer base. This can be translated as the loss of customers over a given period. The calculation is as follows: the number of customers lost over a period is divided by the number of customers at the beginning of the period.

If this rate is high, it probably means that the experience you offer is not satisfactory or not very engaging.

4. Retention rate

It goes hand in hand with the attrition rate. It is your ability to retain your customers. It will be a very good way of finding out about their experience and satisfaction. The formula is based on: total customers at the end of the period – new customers, then divided by the number of total customers at the beginning of the period, and finally X 100.

5. Le Net Promoter Score (NPS)

A classic among classics, this is simply the indicator that answers the question: “On a scale of 1 to 10, would you recommend this product/service to your friends?”.

As a result, the higher your customers answer, the more likely they are to be loyal to your company and the more valuable your brand image.

6. The Customer Effort Score (CES)

The CES measures the ease with which a customer seeks information or makes a purchase. The easier the customer is, the more active the consumer.

7. The Customer Satisfaction Score (CSAT)

This very basic metric is used to measure overall customer satisfaction through questions such as “Are you satisfied with the services offered? or “How satisfied are you with our company? This metric is often analysed via a questionnaire submitted to customers.

With these different metrics, AZEOO has been able to put forward the customer experience with a personalized coaching software. So don’t wait any longer and subscribe to the AZEOO offer.

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