Customer experience metrics improving

Firms are using customer experience, or CX, metrics more than they have in the past, and are also improving the way that they use them, according to a Temkin Group study of nearly 200 large companies.

The percentage of firms that earned a "strong” or “very strong” rating in Temkin Group's CX Metrics Competency & Maturity Assessment grew from 11% in 2014 to 14% this year.

The study also shows that companies with stronger CX metrics programs outperform their peers. Forty-nine percent of companies with stronger programs have well above average customer experience compared to 17% of those with weaker programs. The stronger CX metrics programs are also 50% more likely to produce significantly better business performance.