Do NPS & co. really measure the success of the customer experience?

Almost three quarters of CX professionals say their management uses the Net Promoter Score (NPS) to measure overall CX success. But is this score meaningful enough to evaluate the customer experience? And what could a holistic approach look like?

• Emails with feedback surveys, the use of feedback terminals, QR codes on product packaging - there are countless ways in which companies want to obtain feedback from their customers.
   
• Behind the surveys are usually well-known CX key figures such as the NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), CSI (Customer Satisfaction Index) or CES (Customer Effort Score).
   
• However, the quantitatively determined NPS value in particular is not very meaningful for companies and is difficult to interpret (only in German available).
   
• In order to obtain a complete and holistic picture of the customer experience, the CX measurement should also be carried out qualitatively through customer experience workshops, in which optimisation potential for improving the customer experience is jointly developed.

• Introduction and optimisation of tool-supported customer survey methods to measure CX, in collaboration with our software partner qualtrics
   
• Conducting CX workshops to gain a deeper understanding of customer needs, pains & gains and the user experience, including deriving potential for optimisation
   
• Visualisation and dynamic management of customer touchpoints along the customer journey; early identification of optimisation potential and integration into the project lifecycle using tools such as TheyDo
   
• CX maturity assessment to determine the maturity level of the CX organisation and to identify the strengths and weaknesses of the current CX programme
   
• Evaluation and optimisation of the integration of customer and employee experience for the greatest possible benefit of products and services in terms of an organisation experience