Measuring CX Effectively: 6 Metrics You Should Track

According to Zendesk, 75% of consumers are willing to pay more for brands with great experiences, while over 60% of businesses are increasing their investment in CX.

Here are 6 must-track CX KPIs:

1. NPS (Net Promoter Score) – Measures how likely customers are to recommend your brand.

2. CSAT (Customer Satisfaction) – Captures satisfaction right after an interaction.

3. CES (Customer Effort Score) – Evaluates how easy it is for customers to complete a task.

4. First Response Time – Measures how fast your team replies initially.

5. Average Resolution Time – Tracks total time needed to resolve an issue.

6. First Contact Resolution – Percentage of issues solved on the first attempt.

If you can’t measure it, you can’t improve it.
Track speed + quality + effortlessness — the core formula for continuously elevating your customer experience!