How do you measure customer experience?

Thanks for invitation :

I agree with your answer Mr Vaiyapuri

If you mean positive customer experience, then you can view it from the perspective of customer satisfaction. In this case I would use the NPS score for it (Net Promoter Score).

It helps you to see how satisfied your customers are with your service/product by asking them to answer 3 questions:

• How likely is it that you would recommend us to others?
• How likely is it that you would buy from us again?
• How likely is it that you would buy a different product from us?

These questions should be asked randomly of customers every 3 months.

1.   1. Choose customer segments. 

2.   2. Select which experiences you want to measure.  

3.   3. Pick CX metrics for each experience. 

4.   4. Design a data collection strategy. 

5.   5. Set targets for each CX metric.  

6.   6. Identify and act on CX issues.  

7.   7. Share insights gained from CX measurement.

Don’t guess about what customer want. They are more than willing to tell you. By all means ask customers what kind of experience they want, but ask politely and don’t force them to answer. Present surveys in such a way that customers can ignore them if they don’t want to participate.

Make it easy for them to tell you.

An easy way to get 100% response

Don’t pester them

Just 2 questions survey, while they make payment at cashier

1. Do you love this experience?
2. Do you always tell and recommend others to this experience?

Measuring customer experience is one of the main challenges faced by organizations today. This challenge is addressed by a range of indicators designed to implement an evolution from the conventional concept of customer satisfaction to a model that predicts impact on customer behaviors and decisions and thus on company earnings.

There are various kinds of metric, each with its fans and skeptics. However, three guidelines always apply when measuring and managing customer experience:

1. Measure experience throughout the entire customer relationship lifecycle.

2. Use international benchmarks so you can compare yourself to others.

3. Cross-refer experience metrics with customer business data.

There are 2 ways to go about it

1. The traditional way of having customers fill in feedback forms can be done - followed by an analysis to view results 
2. Customer loyalty - if you see customers returning to you frequently, that means they are happy with either your service, your products, pricing etc 

Thanks

I support your answer

At the end of the call ask your customer to rate you in satisfaction and service.

Daily Demand graphs from the customer will be helful to measure the their experiences. 

We are measuring the experience through a small questionair

Customer experience can only be measured by way of feedback from the customer.

This can be done in many ways, you could have a store loyalty card that would provide buying statistics.

You could also conduct customer surveys by way of complaint/compliment slips provided in store or on the company website.

Customer panels could aslo be instituted and monthly meetings conducted with customers to ascertain suggestions for improvement.

The true measure at the end of the day is turnover and customer count,if it continues to increase the you are on the right track !