For Customer Experience Professionals

How Four Firms Measure Customer Experience

Performance Management: The Experience-Driven Organization Playbook

Why Read This Report

This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of metrics in order to benchmark and manage their firms' enterprisewide customer experience. To understand which metrics they're using today, Forrester interviewed top customer experience professionals at companies in the travel, healthcare, banking, and insurance industries to outline performance management for customer experience professionals working to optimize their experience-driven organization. Our research shows that firms use a mix of metrics that captures what actually happened during customer interactions, how customers perceived those interactions, and what they will do as a result of the interactions. Looking forward, we expect customer experience measurement programs at these and other firms to connect more tightly to company financials, expand across industries and disciplines, and leverage the social media groundswell. Keywords: Blue Cross and Blue Shield, customer experience, chief customer experience officers, enterprise customer experience, customer experience measurement programs, customer experience metrics, Progressive Insurance, Royal Bank of Canada, social media, Southwest Airlines, Net Promoter Score, customer satisfaction, customer experience dashboard, travel, healthcare, insurance, customer experience benchmarking, voice of the customer
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  • How Four Firms Measure Customer Experience Across The Enterprise
  • Along With Their Successes, Firms Report Ongoing Challenges
  • Enterprise Customer Experience Metrics Fall Into Three Categories
  • Enterprise Customer Experience Metrics Will Evolve
  • Supplemental Material
  • Related Research Documents


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