Measuring the Customer Experience

COPC Inc. will assess your current measurement program and help you implement one that will provide you with metrics that give you an accurate view of performance and actionable data that will ultimately lead to sustained improvements in the customer experience. This includes not just CX specific metrics, but also operational metrics that impact the customer experience.

Reviewing, Designing & Implementing Your CX Measurement Program

Most of our CX metrics consulting engagements begin with an assessment of your current program. From there, we can design or redesign your program, and follow that with implementation assistance. Below are the areas we can review and work with you to refine or implement:

Key Driver Analysis

The most effective and accurate way to know exactly what impacts the customer experience is through a key driver analysis. We can guide you in this effort or partner with you to conduct it.

Who to Survey

We will work with your team to evaluate who you are surveying and when to ensure you have a complete view of the customer experience.

Commonly Used Metrics and Appropriate Use

From measuring customer satisfaction at the transaction level to measuring Net Promoter Score (NPS) and customer effort, there are multiple metrics an organization can use, and typically not just one is appropriate. We will help you identify and implement the most appropriate metrics to give you an accurate picture of your customer’s experience.

Survey Questions

The value of the data you get from your CX measurement program is dependent on the questions you ask your customer. We will assess your current survey questions to determine any changes that need to be made.

Linking Operational Metrics to CX

Effective operations is the key to a superior customer experience. So it is critical to measure the right operational metrics and understand how they impact the customer experience. We will help you implement the appropriate operational metrics and ensure your team understands the levers you can pull in those areas to improve the customer experience.

Linking CX Metrics to Loyalty

Just as operations is key to a superior customer experience, loyalty is a direct result of the customer experience. We will work with your team to understand how to link your CX metrics to your customer’s loyalty.

Operationalizing Data from Multiple Sources

We help you understand how to effectively aggregate and action all of your CX data, so you can make changes that will have a direct impact on the customer experience.

Aligning CX Metrics to Quality Monitoring Measures

Quality results should be a predictor of customer satisfaction. To accomplish this, CX and quality programs must be aligned. We will help you design and implement both so you can take a more proactive approach to managing the customer experience through quality.

Sample Sizes and Measurement Methods

We often find that organizations actually over sample, and also create ‘survey fatigue’ with their customers. We will advise you as to appropriate sample sizes and the different survey methodologies and when they should be used.