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.