CX Metrics
CX Metrics give you the headline numbers that tell you how customers feel about your organization. Each one captures a different part of the experience, and together they show whether you're earning satisfaction, loyalty and ease — the three things that keep customers coming back.
This family groups the three core metrics:
- CSAT — how satisfied customers are after an experience.
- NPS — how loyal they are, and how likely to recommend you.
- CES — how much effort it took to get what they needed.
One layout, three metrics
The real time-saver here is consistency: all three reports share an identical layout, so once you've learned to read one, you can read them all. A typical CX metric report includes:
- A big gauge for the headline score, with a year-over-year delta and total responses.
- Three segment donuts showing how responses split across that metric's segments.
- A Timeline combo chart — monthly stacked segment-percentage bars with the score trend line overlaid.
- A by Questionnaire table — each survey's score with an in-cell bar, plus both a score delta and a response-volume delta, sortable, with a grand total.
- A Timeline by Questionnaire grouped bar chart — each survey's score, month by month.
Every report filters by date range, workspace and questionnaire, and breaks down across your brands, markets and touchpoints — offline retail, call center, store pick-up, home delivery, returns, box now and more.
Watch the dual deltas
The score delta tells you which way a number moved; the volume delta tells you how much it matters. A small score dip on a high-volume survey can outweigh a big swing on a niche one — that's what turns these reports from scoreboards into action-prioritization tools.
The three reports
CSAT
NPS
CES
For a statistical view of what moves these numbers, see Key Driver Maps. To compare scores across your stores and sites, head to Location Performance. To weight loyalty by how much each customer is worth, see Weighted NPS.