16 High-Level Metrics Every Business Should Track

Boosting total webpage visits, increasing open rates, and reducing average cost per click are common examples of digital marketing objectives. It pays to stay aware of how your users interact with your product or service. If your primary user experience is delivered via a website, and you notice a trend toward people accessing it via smartphone, consider whether a mobile-first design or even a dedicated app might be more useful. By measuring how easy it is for users to access specific features or complete key tasks using your app or website, you’ll better understand how it performs in the real world. If completion rates are low or it takes longer than expected for people to perform certain tasks, this could explain why people abandon the app. Some overlap exists between the two design systems, as having a clear and functional user interface is essential to offering a pleasant user experience.

Company-Wide

When preparing KPI reports, start by showing the highest level of data (i.e., company-wide revenue). Next, be prepared to show lower levels of data (i.e., revenue by department, then revenue by department and product). Company-wide KPIs focus on the overall business health and performance. These types of KPIs are useful for informing management of how operations stand in the company as a whole. Company-wide KPIs often spark discussions about the performance of various departments.

• Poor retention rates could be a sign of a problem, either in terms of how the product performs or how it’s marketed.
• If your company is a fast food restaurant and quick and easy is your goal with each interaction, CES works well to understand your customer.
• The goal of KPIs is to communicate results succinctly to allow management to make more informed strategic decisions.
• Therefore, it’s important for call center managers to keep costs as low as possible.

Customer Experience Metrics

Alternatively, profit margins are a result of operations and are considered a lagging indicator. Each category has its own characteristics, time frame, and level of business that is likely to use it. Different KPIs may also be used by different departments within the same company. It’s important to note that, while these metrics are collected through, centered on and used to improve call centers, they are also collected through, centered on and used to improve other parts of the business.

Limitations of Key Performance Indicators

Metrics and key performance indicators (KPIs) are critical for analyzing your business’s performance. But they’re two separate things, so it’s essential to know their differences and what they measure. According to Don Norman and Jakob Nielsen of the Nielsen Norman Group, user experience “encompasses all aspects of the end-user’s interaction with the company, its services and its products.” CMSWire’s Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today’s customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes. Key performance indicators tied to the financials typically focus on revenue and profit margins.

When designing a product, the way the user interacts with it should be one of your primary concerns. Some people use UX design and user interface (UI) design interchangeably. UX design covers the customer journey as people interact with an app or product. UI design focuses on the nuts and bolts of the buttons, menus or anything else the user will interact with. A good KPI provides objective and clear information on progress toward an end goal.

• Boosting total webpage visits, increasing open rates, and reducing average cost per click are common examples of digital marketing objectives.
• According to Don Norman and Jakob Nielsen of the Nielsen Norman Group, user experience “encompasses all aspects of the end-user’s interaction with the company, its services and its products.”
• And our newest community, VKTR, is home for AI practitioners and forward thinking leaders focused on the business of enterprise AI.
• The more effort a customer has to put in, the more of a negative impact it will have on their experience and feelings towards your company.

With that said, Forbes Advisor found that solutions from RingCentral and Freshdesk provide exceptional call center metrics functionality. The more effort a customer has to put in, the more of a negative impact it will have on their experience and feelings towards your company. Perhaps the most valuable call center metrics are collected by surveying the customer. Who can tell you better what it’s like to be your customer than your customers themselves?

If they are happy with your business after dealing with your call center, then it’s a good signal that you’re fulfilling their needs. A little expectation-setting in the beginning goes a long way toward delivering success in the end. Usability metrics can be useful for indicating how happy customers are with the app or website, and they may help you understand the cause of dissatisfaction or poor customer engagement. These metrics show how customers use your app or website and highlight any unexpected areas of confusion, poor performance or oversight in the workflow. By combining different metrics, KPIs and approaches, you’ll gain a better understanding of your UX design and how customers respond to it. People tend to think of software and websites when they think of UX design, but physical products also have a user experience.

We designed GetFeedback, our CX platform, to make it easy to take action on customer insights. The data shows that just the mere act of measuring customer satisfaction has been shown to improve customer retention. Not only does AHT help you establish baselines for how long it should take to address a given issue, but it also helps you measure each agent (or groups of agents) against those baselines. Agents who spend too much or too little time on particular calls may require additional coaching and training. It can also reveal problems that go beyond agent capability, such as difficult or convoluted workflows and clunky technology experiences.

CPC metrics help them accurately measure just how much everything costs, as well as make accurate forecasts about future costs, too. It could be that the underlying technology is expensive to support and maintain. The metrics that are important to a call center that provides IT support are going to be much different than one that serves customer complaints for retailers. Even within a given organization, the value and importance of a given call center metric varies from job role to job role. So, unfortunately, there isn’t a list of metrics to monitor and a decision tree to follow.

Key performance indicators (KPIs) are defined measurements used to assess a company’s long-term performance. Organizations use KPIs to track their progress on key business objectives. Members of Forbes Business Council share high-level metrics businesses should be tracking during key pivotal moments. Therefore, it’s important for call center managers to keep costs as low as possible.