Measuring impact in customer experience

When deciding what aspects of your customer experience deserve the most attention, what factors do you consider?

Is it the issues that receive the most complaints/requests, or the source of most of your negative reviews?

With thousands of monthly NPS surveys, support interactions, app store reviews, and social media mentions, even understanding the most common topics across channels can be difficult.

Score
How has it affected how customers feel about the company as measured by NPS, 5-star reviews, or other scaled measurements?

Correlation with churn
How strong is the correlation between the topic and customer churn? Is this issue something that just annoys customers, or is it pushing them away?

Sentiment
How strong is the sentiment towards the topic? Are there mixed views about it, or do your customer generally all feel the same way?

Reach
And finally, how many customers are have been weighing in on this topic?

Taking a balanced approach helps prioritize the highest impact customer issues, while the ability to further filter results by high-value customer segments and time periods allow’s you make to make next level strategic decisions.

Let me know how you’re approaching this in your organization.

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