CX Metrics and What They Mean

Studies show that:

  • 72% of customers share a positive customer experience (CX) with 6 or so people.
  • Just 13% share a negative experience, but they share it with 15 or more people.
  • Only 1 out of 26 people complain directly to the company – the other 25 simply stop transacting or interacting with the brand, most likely never to return. 

So, given that last, especially dismaying statistic, how can your company know whether you’re providing terrific or terrible CX? The answer is through metrics, which make CX easy to quantify and—with insights derived through proper analysis—improve.

Let’s take a look at the best-practice metrics and what they mean:

TTR stands for Time to Resolution, the average length of time it takes your customer service team to resolve customer issues. Long wait time is the leading cause of customer frustration, so the quicker issues can be resolved, the better the customer experience.

CES stands for Customer Effort Score – how easy or hard it was for a customer to complete a given action, from browsing or buying to making a comment or complaint. This is usually measured on a scale from ‘1: very difficult’ to ‘7: very easy’.

CSAT stands for Customer Satisfaction Score, which ranks what customers think about a specific product or service they received from your company. These surveys typically comprise multiple questions, designed to elicit short-term, fairly concrete answers. CSAT is customizable, to identify strengths, weaknesses, and areas for improvement.

NPS stands for Net Promoter Score, which measures customer loyalty with a simple question—how likely are you to recommend our product/company to a friend, colleague, or family member?—and maybe a follow-up or two. This translates a customer’s long-term feeling toward your brand into a comprehensible, actionable number.

So, to sum it up simply:

  • TTR = how quickly you’re able to help customers
  • CES = how easily customers can do or get what they want
  • CSAT = what customers think about a product or service, short-term
  • NPS = how customers feel about your brand, long-term

Maintaining low TTR and high CES, CSAT, and NPS numbers can be challenging, but a company that rises to that challenge can definitely come out on top with great CX.

Contact Us

Drop us a line, and let's see what we can do for you!

Contact Form

Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

*with our parent company, Relia

BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

*with our parent company, Relia

 

Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

*with our parent company, Relia

 

Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

*with our parent company, Relia

Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

*with our parent company, Relia

Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

*with our parent company, Relia

Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

*with our parent company, Relia

Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

*with our parent company, Relia

OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

*with our parent company, Relia

 

Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

*with our parent company, Relia

Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

*with our parent company, Relia

Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

*with our parent company, Relia

HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

*with our parent company, Relia

Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

Robinsons Cyberscape Beta

23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

*with our partner, Global Remote Services

SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

*with our partner, Global Remote Services

Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

Send Us a Message

Learn how we helped 100 top brands gain success