5 KPIs TO MEASURE CUSTOMER EXPERIENCE IN 2017
Posted: Sat Jan 18, 2025 4:52 am
Let’s start with the most obvious metric: conversion rate.
Conversion rate is the ratio of the number of visitors who complete a specific action on a site to the total number of visitors. poland whatsapp data
Of course, this rate can also be applied in other areas than the website. We can make the ratio of the number of offers won to the number of offers sent.
When it comes to websites, we often consider visitors who perform a specific action. That is, fill out a form or buy a product, for example.
The conversion rate is important for the BtoB customer experience because the purchasing cycles are extremely long. A successful customer experience will therefore drastically increase the conversion rate. This makes it a choice indicator to measure your progress over the long term.The retention rate is well known. It allows you to gauge the proportion of your customers that you keep or who are loyal to you. Of course, a high retention rate is an undeniable guarantee of growth; even if it is inevitable that some customers will leave you.
Customer experience has a big impact on retention rates, especially when things don't necessarily go as planned.
A quality customer experience can make you forget minor or even major inconveniences.
The best example is certainly Amazon. Indeed, the group allows its customers to return purchased items for free within 30 days, even used ones. It goes without saying that receiving a defective item is much better experienced when it is replaced quickly and free of charge!
Conversion rate is the ratio of the number of visitors who complete a specific action on a site to the total number of visitors. poland whatsapp data
Of course, this rate can also be applied in other areas than the website. We can make the ratio of the number of offers won to the number of offers sent.
When it comes to websites, we often consider visitors who perform a specific action. That is, fill out a form or buy a product, for example.
The conversion rate is important for the BtoB customer experience because the purchasing cycles are extremely long. A successful customer experience will therefore drastically increase the conversion rate. This makes it a choice indicator to measure your progress over the long term.The retention rate is well known. It allows you to gauge the proportion of your customers that you keep or who are loyal to you. Of course, a high retention rate is an undeniable guarantee of growth; even if it is inevitable that some customers will leave you.
Customer experience has a big impact on retention rates, especially when things don't necessarily go as planned.
A quality customer experience can make you forget minor or even major inconveniences.
The best example is certainly Amazon. Indeed, the group allows its customers to return purchased items for free within 30 days, even used ones. It goes without saying that receiving a defective item is much better experienced when it is replaced quickly and free of charge!