{"id":28646,"date":"2020-06-12T16:02:48","date_gmt":"2020-06-12T23:02:48","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=28646"},"modified":"2025-12-11T14:12:46","modified_gmt":"2025-12-11T22:12:46","slug":"kpis-that-can-help-you-improve-customer-experience","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/kpis-that-can-help-you-improve-customer-experience\/","title":{"rendered":"Top 5 Customer Experience KPIs and Metric"},"content":{"rendered":"\n<p><em>This is a post submitted by a guest contributor. <\/em><\/p>\n\n\n\n<p>Prioritizing customer experience is what separates winning brands from the rest. And it\u2019s true, satisfied customers tend to promote your brand and even increase revenue. But ultimately, your product or its price won\u2019t matter unless you\u2019re attracting and engaging customers on a more personal level. And gauging the effectiveness of customer experience without proper metrics in place can be time-consuming and useless.<\/p>\n\n\n\n<p>So, how can you improve your customer experience?\u00a0<\/p>\n\n\n\n<p>Luckily, there are a few key performance indicators (KPIs) that can help.<br><\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-conversion-rate\" data-level=\"2\">Conversion Rate<\/a><\/li><li><a href=\"#h-first-contact-resolution\" data-level=\"2\">First Contact Resolution<\/a><\/li><li><a href=\"#h-average-resolution-time\" data-level=\"2\">Average Resolution Time<\/a><\/li><li><a href=\"#h-customer-churn-rate-customer-satisfaction\" data-level=\"2\">Customer Churn Rate &amp; Customer Satisfaction<\/a><\/li><li><a href=\"#h-net-promoter-score\" data-level=\"2\">Net Promoter Score<\/a><\/li><li><a href=\"#h-conclusion\" data-level=\"2\">Conclusion<\/a><ul><li><a href=\"#h-author-bio\" data-level=\"3\">Author bio<\/a><\/li><\/ul><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conversion-rate\">Conversion Rate<\/h2>\n\n\n\n<p>Arguably the most important KPI of all: conversion rate. This is the turning point where <a href=\"https:\/\/www.rankpay.com\/turn-b2b-leads-to-customers\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">leads become customers<\/a>.<\/p>\n\n\n\n<p>There might be multiple reasons why a customer converted, such as affordable pricing or how a product compares to competitors. But, looking beyond those variables, you\u2019ll also need to look at how customer experience contributed to the sale.<\/p>\n\n\n\n<p>Whether it\u2019s intuitive web design, engaging salespeople, or awesome customer support, it\u2019s important to note these factors that help aid customer experience. That way, you can double down on factors that influenced converting users.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-first-contact-resolution\">First Contact Resolution<\/h2>\n\n\n\n<p>For starters, this KPI refers to the initial contact between customers and your support staff. Most of the time, contact is initiated by a customer submitting a ticket via an <a href=\"https:\/\/hiverhq.com\/email-ticketing-systems\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">email ticketing system<\/a> due to an issue.<br><\/p>\n\n\n\n<p>Once your support team solves the problem, they can tag the ticket as completed. This means that the issue has been resolved upon first contact. As a brand, it\u2019s vital to strive for first contact resolution (FCR) because it influences your customer\u2019s views on your brand\u2019s values.<br><\/p>\n\n\n\n<p>It\u2019s key to note that you want to eliminate multiple ticket issues. Multiple ticket issues decrease customer satisfaction, which may cause customers to consider a competitor instead. At the same time, you don\u2019t want your support team to deal with the same issue, unable to resolve the problem efficiently. So, remember to update CRMs, FAQs, or other back-office solutions which can help improve agent problem solving and FCR. Note typical problems that users face, which staff members can best resolve the issue efficiently, and how you can communicate more effectively with your audience on large-scale problems.<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-average-resolution-time\">Average Resolution Time<\/h2>\n\n\n\n<p>While some customers don\u2019t mind the ticketing system, it can sometimes take up to hours, and possibly days for a reply. So be mindful that many customers want answers quickly, and that it\u2019s best practice to establish expected response time from employees. Try to simplify the process of resolving any issues that arise from customers, like using FAQ sections or automated responses to guide customers toward resolution.<br><\/p>\n\n\n\n<p>Another great place to start: providing additional ways for clients to reach out to you aside from tickets, emails, and phone calls. <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">Livechat<\/a> has become increasingly popular for customer service. Today it\u2019s typically best practice, as it\u2019s accessible compared to other forms of communication. By decreasing the average resolution time, you can show customers how efficient your business is when it comes to addressing concerns. And ultimately, that you value customer feedback.<gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-churn-rate-amp-customer-satisfaction\">Customer Churn Rate &amp; Customer Satisfaction<\/h2>\n\n\n\n<p>Sometimes customers unsubscribe from your services. It\u2019s just a fact and a natural part of the business cycle. This is referred to as churn, and while it\u2019s pretty normal, there are a couple of things you can do to <a href=\"https:\/\/www.g2.com\/categories\/customer-journey-analytics\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">improve customer satisfaction<\/a>, and ultimately, reduce churn.<br><\/p>\n\n\n\n<p>Remember, customer experience plays a key role in customer satisfaction and brand satisfaction. A great place to start is implementing a <a href=\"https:\/\/birdeye.com\/blog\/customer-satisfaction-survey\/\">customer satisfaction survey<\/a>. This way, you can focus your efforts on why customers may be unsatisfied, and determine your customer satisfaction score (CSAT).<br><\/p>\n\n\n\n<p><a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">Getting customer reviews<\/a> through a survey ticket system or sending a message on livechat is critical for improving your customer experience. You can survey visitors at a particular point of interaction on your site like a landing page, blog post, or while they\u2019re shopping for items. As we mentioned before, consider customer experience issues with how your customer support answers questions, the quality of their answers, and the timing. From there, you can make the necessary changes to improve the process.&nbsp;<br><gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<p>Moving forward, continue to brainstorm other creative ways to increase customer satisfaction. If you\u2019re keeping churn rate to a minimum, then you\u2019re obviously doing something right. And that\u2019s a good thing &#8211; it shows that your customers are loyal, which means they\u2019re happy with your brand.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-net-promoter-score\">Net Promoter Score<\/h2>\n\n\n\n<p>Similar to CSAT, <a href=\"https:\/\/birdeye.com\/blog\/net-promoter-score-explained\/\">net promoter score<\/a> (NPS) is another metric that gathers your customer\u2019s general sentiment towards your brand. Unlike CSAT, however, NPS asks how likely customers are to suggest your business to others. You can use survey tools like SurveyMonkey or Birdeye to collect NPS from customers.<br><\/p>\n\n\n\n<p>The higher the score (on a scale of 1-10, 10 being the highest), the greater the chances that they\u2019ll refer more people. If you receive a low average NPS, then you may need to work on giving more value back to customers. It\u2019s important to note that you never want customers to feel like they\u2019re just a sales number. So, make it a point to make your customers feel valued. Valuing customer feedback and engagement can create a community, whether online or offline, with shared goals.<br><\/p>\n\n\n\n<p>Similar to identifying the reasons for your churn rate, you\u2019ll need to figure out what\u2019s keeping your customers from <a href=\"https:\/\/birdeye.com\/blog\/importance-of-referrals-for-your-business-explained\/\">referring your business<\/a> to family and friends. Maybe it\u2019s a mistake you made in the past, or perhaps, something you haven\u2019t been doing. Either way, finding out the reason for your low NPS allows you to improve and better your company.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conclusion\">Conclusion<\/h2>\n\n\n\n<p>The fact of the matter is, the key to effective customer experience is integration. Remember, people don\u2019t want to be seen as just a sales number. As customers, they want their voices to matter, and ultimately, to be heard.&nbsp;<br><\/p>\n\n\n\n<p>So, hear them out, gather feedback, and use their input to improve your business.<br><\/p>\n\n\n\n<p>Therefore, by using the KPIs for customer experience above, you can help provide users and customers with a better experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-author-bio\">Author bio<\/h3>\n\n\n\n<p>Shealyn Rager is a content marketer at <a href=\"https:\/\/www.rankpay.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">RankPay<\/a>, an industry-leading SEO service that helps hundreds of small and midmarket businesses grow their digital footprint.<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"<p>This is a post submitted by a guest contributor. Prioritizing customer experience is what separates winning brands from the rest. And it\u2019s true, satisfied customers tend to promote your brand and even increase revenue. But ultimately, your product or its price won\u2019t matter unless you\u2019re attracting and engaging customers on a more personal level. And [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":28648,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8537],"tags":[],"class_list":["post-28646","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top 5 Customer Experience KPIs and Metric | Birdeye<\/title>\n<meta name=\"description\" content=\"Here are five customer experience KPIs that can help you delight each and every person who chooses your business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/28646\/\" 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