When analyzing metrics, two things are important :

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Users always lie unintentionally. For example, a person can rate a taxi ride as five stars because he got to the desired destination quickly and inexpensively, and simply forget about everything he didn’t like.
The sample is always biased because there is a proportion of customers who do not participate in the surveys, and this can influence the result of the study.
In this sense, CCR is a more objective indicator, but it also has its nuances. It is difficult to determine that a client has left and will not return. He can plan a trip and rent a place through a booking service. And then use the service again in a year, when he has saved up money for the next trip. So, if he gets into the statistics of the audience outflow, this will not reflect reality.



Creating a strategy
To create a competent strategy, you need to study the belgium phone number lead current customer experience, understand what already exists, how the audience feels about it, and what they would like to see in an ideal scenario.



Conduct an audit
Calculate key metrics: NPS, K-factor, CSAT, CES, and CCR. This will give you data to work from.



Analyze your target audience
To improve customer experience, you need to thoroughly understand who your business's customers are, what their needs and desires are. Divide your audience into segments and write detailed portraits for each segment. They should differ not only in general characteristics such as gender and age, from which it is difficult to draw specific conclusions.

What you need to know about segments :

What are the characteristics of their consumer behavior? For example, do they prefer offline or online shopping, read books or listen to them in audio format, cook at home or order delivery.
How the values ​​differ. If earlier women were sold cosmetics with the message: "Be beautiful for men", now brands focus on self-expression and emphasizing the advantages of appearance for themselves.
What is the motivation for interacting with the brand? For example, someone goes to a fitness club to gain muscle mass, and someone to lose weight. This means that both groups need to be taken into account in communication.