7 metrics to analyze your customer experience

Find out more about the different indicators used to measure customer experience

The customer experience is at the heart of your company's operations and profitability. That's why it's vital to pay close attention to the metrics you can analyze. In this article by AZEOO, we present 7 metrics for you to decipher.

1. Repeat purchases

This metric is based on the number of times customers repeatedly purchase a service or product. There may be several reasons for this: your company is the market leader and has a monopoly in the sector, or you offer a high-quality, satisfying 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

Mail open rate, number of clicks and speed of response will determine this indicator.

The reactivity rate is a little special, but generally reflects the relevance of your marketing campaign. It's the number of clicks generated in relation to the number of solicitations (which can be ads on social networks, e-mails, etc.).

3. Attrition rate, the mirror of customer retention

This is the erosion of the customer base. This can be expressed 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 start of the period.

If this rate is high, it probably means that the experience you offer is unsatisfactory or uninviting.

4. Retention rate

It goes hand in hand with the attrition rate. It's your ability to retain your customers. It's a great way to gauge customer 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. 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' response, the more likely they are to be loyal to your company and to increase the value of your brand image.

6. Customer Effort Score (CES)

This time, CES evaluates how easy it is for a customer to find information or make a purchase. The greater the ease, the more active the consumer.

7. Customer Satisfaction Score (CSAT)

This very basic metric is used to measure overall customer satisfaction, with questions such as "Are you satisfied with the services we offer?" or "How satisfied are you with our company? This metric is often analyzed via a customer questionnaire.

With these different metrics, AZEOO has put the customer experience first with personalized coaching software. So don't wait any longer and subscribe to the AZEOO offer.