Online shoppers purchase more products from businesses with excellent websites. One of the main ways for a digital company to ensure website excellence is to track customer experience metrics. However, many digital marketing professionals like yourself struggle to determine which metrics are the most important to measure. The ones who fail to choose the correct metrics also fail to beat out their competition. In order to avoid such an outcome, read this post to learn what the key customer experience metrics to measure website success are.
Net Promoter Score
Firstly, marketers need to measure net promoter score (NPS). Your NPS shows the likelihood that your customers will recommend your ebusiness to other consumers. Since you recommendations enable online businesses to grow quickly, this is a crucial metric to track. In order to do so, conduct customer satisfaction surveys. Include questions about how likely they are to share your brand with their friends and family. Consider including follow up questions as well. If you ask your website visitors how likely they are to recommend your site, follow up by asking why they chose their answer. Then, you can easily make improvements to your website. For this reason, measure this key customer experience metric.
Another key customer experience metric that determines website success is customer satisfaction (CSAT). While it may seem obvious as to why this metric is important to track, many businesses fail to do so properly. However, the process is simple. Ask your website visitors how satisfied they are overall with your website and brand. Provide them with answers 1 (extremely unsatisfied) through 5 (super satisfied). Ask your customers this simple question to receive insightful information in return. Then, you will successfully track this key customer experience metric and determine your website’s success.
Customer Effort Score
Additionally, track your customer effort score (CES). This metric provides digital brand marketers with insight into how much work customers do in order to reach a brand representative and solve their issue. Similar to other metrics on this list, you can measure CES by asking a simple question. Ask your customers how much effort they needed to put in before their problems were resolved. Once again, offer your customers a scale of numbers 1 through 5 to choose from. Record the data and track it constantly to measure your website and brand success.
Number Of Customers Helped
The top digital businesses also measure the number of customers helped. You can track this customer experience metric on a variety of online platforms. Many companies use social media channels to track the number of customers helped. After all, many consumers nowadays use platforms like Facebook and Instagram to reach out to brands with questions. While you do want to satisfy these customers who have questions, you also want the number of concerned consumers to decrease. Thus, if you are slowly but surely reducing the number of customers helped, you are successfully maintaining your website. Track your website’s success with this key customer experience metric.
Finally, measure visitor intent to determine how successfully you are running your site. This customer experience metric offers marketing teams information as to why consumers visit their sites. Many marketers discover that consumers visit their sites in search of something that they do not offer. With this being said, you can use the data you obtain to alter your site to meet visitor expectations. Use other customer experience practices to improve your site as well. Then, you can improve the results of other customer experience metrics that you measure. Track this customer experience metric intent to upgrade your website constantly.
In order to thrive in the digital world, you need to measure the right customer experience metrics. One of the most important ones to track is net promoter score (NPS). You can track customer satisfaction (CSAT) easily and use your data to improve your site. The same goes for metrics such as customer effort score (CES) and the number of customers helped. In addition, measure visitor intent to determine whether or not your site is meeting consumer expectations. Track these key customer experience metrics to measure website success.