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Most Popular Metrics & Insights
Welcome to your hub for understanding customer experience metrics, survey methodologies, data interpretation, and best practices for improving insights across your organization. Explore these resources to learn, enhance your strategies, and make smarter, data-driven decisions.
Customer Experience Metrics
1. What is Customer Satisfaction Score (CSAT)?
CSAT measures how satisfied customers are with a specific product, service, or interaction.
Itâs usually calculated using a simple question: âHow satisfied were you with your experience?â
2. What is Net Promoter Score (NPS)?
NPS measures customer loyalty by asking:
âHow likely are you to recommend us to someone else?â
Scores are grouped into Detractors (0â6), Passives (7â8), and Promoters (9â10).
3. What is Customer Effort Score (CES)?
CES shows how easy or difficult it was for customers to complete an action (purchase, support, service).
Lower effort usually leads to higher loyalty.
4. What is First Contact Resolution (FCR)?
FCR measures how many customer issues are resolved the first time they reach out - without follow-ups.
5. What is the Customer Journey Score?
This score measures satisfaction across multiple steps of the customer experience - not just one touchpoint.
6. Why are open-ended questions important in customer feedback?
They reveal deeper reasons behind a customerâs rating, helping you identify root problems and new opportunities.
Employee Engagement Metrics
1. What is Employee Satisfaction Score (eSat)?
eSat shows how satisfied employees feel about their work environment, role, and leadership.
2. What is Employee Engagement Index (EEI)?
EEI measures how emotionally committed employees are to the organizationâs goals â not just job satisfaction.
3. What is Performance Score?
This metric evaluates how well employees meet expectations based on KPIs, competencies, and output quality.
4. What is Workplace Culture Score?
It measures how employees perceive leadership, teamwork, communication, and company values.
5. What is Employee Net Promoter Score (eNPS)?
eNPS asks employees:
âHow likely are you to recommend this company as a great place to work?â
This reveals morale, engagement, and loyalty.
6. Why do companies measure employee feedback and performance regularly?
Regular feedback helps identify burnout, performance issues, training needs, and opportunities for improvement.
Custom Feedback & Form Insights
1. What is custom feedback?
This is tailored feedback designed for unique business needs like events, product testing, training evaluation, or service quality audits.
2. What kinds of custom forms can businesses create?
Product review forms, event feedback, service audits, mystery shopper surveys, training assessments, membership evaluations, and more.
3. Why is anonymity important in feedback?
It increases honesty and reduces fear of judgment, especially in employee surveys.
4. What makes a good feedback question?
A good question is clear, specific, actionable, and not biased towards one answer.
5. How many questions should a survey have?
For best results, 5â12 questions keep completion rates high while still giving usable insights.
6. Should businesses use rating or open-ended questions?
Both.
Ratings give measurable data; open feedback reveals context and depth.
Dashboard & Data Interpretation
1. What is an interactive dashboard?
It is a visual reporting tool that shows real-time insights using charts, tables, and metrics you can filter or drill down into.
2. What KPIs should appear on a CX dashboard?
Common KPIs include CSAT, NPS, CES, repeat visits, feedback volume, and sentiment trends.
3. Why are charts important in reporting?
Charts turn raw numbers into easy-to-understand patterns, making insights faster to interpret.
4. How often should dashboards be updated?
Most businesses update weekly or monthly - but real-time dashboards are ideal for fast decision-making.
5. What is sentiment analysis?
It automatically identifies positive, negative, or neutral emotions in open-ended feedback.
6. What is data benchmarking?
It compares your performance against industry standards, competitors, or previous periods.
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