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.