CX Metrics & KPIs

A Directory of Metrics and KPIs used across the Customer Experience and Contact Centre industry.

A  B  C  D  E  F  G  H  I  J  K  L  M  N  O  P  Q  R  S  T  U  V  W  X  Y  Z

A

Abandonment rate
Adoption
Attrition rate
Average call duration (average)
Average handle time

B
Basket spend (average)
Brand advocacy rate
Brand credibility score
Brand influence score
Brand perception score
Brand relevance rating
Brand value

C

Call duration
Channels (use of)
Churn
Claimed wait time
Complaint resolution time
Customer complaint volumes
Customer numbers
Customer referrals
Customer retention
Customers at risk of churn

D
Data (quality of)
Dormant customer volume
Downtime

E

Efficiency rating
Effort score
Emotion
Employee helpfulness rating
Expectations rating

F

First contact resolution rate (FCR)
Frequency of interaction
Friendliness rating

G

H
Help requests (number of)

I

Initial response time

J

K

Knowledge rating

L
Loyalty program enrolment
Loyalty program participation

M

Mystery shopping scores

N
Net Promoter Score

O
On time delivery rate
On time dispatch rate
Operational effectiveness (OEE)
Order size (average)
Order value (average)

P
Participation rate
Perceived wait time
Process conformance
Product review scores
Products per customer
Professionalism rating

Q

Quality of experience

R
Relevance
Renewal rate
Repeat purchase rate
Reputation
Resolution time
Revenue per customer

S

Satisfaction
Sentiment polarity
Service reliability
Simplicity scores
Social network interactions
Social network sentiment
Survey responses (number of)

T
Time to abandon calls
Time to answer (average)
Time to resolve
Time to respond customers by any media (average)
Trust scores

U

Understanding rating
Uptime

V
Value for money scores
Verbal information (accuracy of)

W

Wait time
Wait time acceptability
Written information (accuracy of)

X

Y

Z