Sample customer experience metrics

September 7, 2015
  • abondonment Rate/customers lost
  • annual sales per customers
  • average customer size
  • average duration of customer relationships
  • awareness percent
  • brand development index
  • brand penetration
  • brand recognition
  • category development index
  • complaintS
  • complaints resolved on first contact
  • customer acquisition rate
  • Customer lifetime value
  • customer loyalty
  • customer profitability
  • customer satisfaction
  • customer service expense per customer
  • customer visits to the company
  • customers per employee
  • direct price
  • frequency/number of sales actions
  • hours spent with customer
  • market share
  • marketing cost as a percentage of sales
  • numbe of ads placed
  • number of customers
  • number of proposals made
  • number of trade shows attended
  • penetration share
  • percent of revenue from new customers
  • price relative to competition
  • relative market share
  • repeat volume
  • response rate
  • response time per customer request
  • Retention rate /loyalty
  • Return rates
  • sales per channel
  • sales volume
  • share of requirements
  • share of target customer spending
  • total cost to customer
  • unit market share
  • wallet share
  • win rate (sales closed/sales contacts)

barnes/kelleher 2015 pp 244-5

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