Video: Which CX KPIs really matter?

Customer Experience KPIs such as NPS, satisfaction, loyalty and performance are commonly used in surveys to determine how customers are feeling about a brand. This takes up valuable time not only for respondents, but for the brands conducting the research.

We’ve previously written about how these KPIs relate and if they’re in fact measuring the same thing repeatedly. Our Founder and CEO, Garreth Chandler, recently presented some interesting findings on this exact topic.