A holistic approach in measuring customer experience

A holistic approach in measuring customer experience

Measuring the success of customer experience (CX) initiatives is not a one-dimensional task; it requires a multifaceted approach that considers several factors and metrics. Among these, incorporating leading and lagging measures, effectiveness, efficiency, as well as quantitative and qualitative measures, is paramount to gaining a comprehensive understanding of the impact of these initiatives.


To begin with, leading measures provide early signals of potential outcomes and predict future performance. These measures are proactive in nature, offering insights into the direction of customer experience initiatives before tangible results are observed. For example, the Net Promoter Score (NPS) is a leading measure because it predicts future customer behavior based on their likelihood to recommend a company’s products or services to others. Tracking customer feedback trends like this in real-time through sentiment analysis can help businesses identify emerging issues or opportunities and take timely corrective actions.

On the other hand, lagging measures reflect the outcomes or results of customer experience initiatives after they have been implemented. These indicators are reactive in nature, offering insights into the effectiveness of past efforts and guiding future strategies. For instance, Customer Satisfaction Score (CSAT) is a lagging measure because it reflects past customer satisfaction based on their experiences with a product, service, or interaction. Similarly, Customer Effort Score (CES) is typically considered a lagging measure. It reflects customers’ perceptions of the effort required to accomplish a task or resolve an issue based on their recent experiences. Other lagging measures that monitoring customer retention rates or churn rates can indicate the long-term impact of customer experience initiatives on customer loyalty and profitability.


Effectiveness measures assess the degree to which customer experience initiatives achieve their intended objectives and deliver desired outcomes. These measures focus on the quality and impact of initiatives in meeting customer needs and expectations. NPS is more aligned with effectiveness as it focuses on customer loyalty, advocacy, and overall brand perception. CSAT is primarily an effectiveness measure as it assesses how well a company meets customer expectations and delivers satisfactory experiences. Measures like these can help businesses gauge the effectiveness of their support services and identify areas for improvement.

Efficiency measures, on the other hand, evaluate the resources expended relative to the outcomes achieved by customer experience initiatives. These measures focus on optimizing processes and minimizing costs while maximizing value for customers. CES is an efficiency measure because it evaluates the ease with which customers can accomplish tasks or resolve issues. Other examples, like analyzing average handling times or response times in customer service interactions, can help businesses identify inefficiencies and streamline their operations for better customer experiences.


Quantitative measures provide numerical data and metrics to quantify the impact of customer experience initiatives objectively. These measures offer insights into key performance indicators such as NPS, CSAT and CES, allowing businesses to track progress and benchmark performance over time. For example, tracking changes in NPS scores before and after implementing a new customer support system can help businesses assess the impact on overall customer loyalty and advocacy.

Qualitative measures, on the other hand, capture subjective feedback and insights from customers through open-ended questions, interviews, or focus groups. These measures offer deeper insights into customer perceptions, preferences, and pain points, allowing businesses to uncover hidden opportunities or challenges that may not be captured by quantitative metrics alone. For example, conducting in-depth interviews with customers to understand their unmet needs or frustrations can help businesses identify areas for innovation and differentiation in the market.


Incorporating both quantitative and qualitative measures allows businesses to gain a holistic understanding of the success of customer experience initiatives. By leveraging leading and lagging indicators, effectiveness, efficiency, as well as quantitative and qualitative measures, businesses can assess the impact of their CX initiatives comprehensively and make data-driven decisions to drive continuous improvement in customer experiences. Ultimately, prioritizing a balanced approach to measurement is essential for building lasting relationships with customers and staying ahead in today’s competitive market landscape.

The author is the founder and CEO of Hungry Workhorse, a digital, culture, and customer experience transformation consulting firm. He is a fellow at the US-based Institute for Digital Transformation. He teaches strategic management and digital transformation in the MBA Program of De La Salle University. The author may be emailed at rey.lugtu@hungryworkhorse.com

Source: https://www.manilatimes.net/2024/04/25/business/top-business/a-holistic-approach-in-measuring-customer-experience/1943199