The Ultimate Guide to Measuring Customer Success

Are consumers saying bad things about your customer support? That’s a problem in our AI-driven society dictated by online reviews, user-generated content, and internet influencers. Ninety-six percent of consumers will leave a brand after one bad customer service experience, and 92% will also call you out for it on social media. 

Although you could focus all your energy and investments into perfecting your branding or your product, you’d be better off acknowledging: 

No matter what you (or any other brands) do, there will always be customer complaints — and the most effective solution to ensuring customer success is to measure and optimize the customer experience you provide based on the most effective CX metrics, or KPIs.

Here’s the thing: there are no longer only 11 — and tracking CSAT, NPS and customer lifetime value simply won’t cut it. So grab your copy of our exclusive report for everything you need to know on all 13 of the most important customer success KPIs.