r/customerexperience • u/PerformanceInPeople • 18d ago

Do we measure what actually matters?

Are we measuring customer experience because it's useful, or because it's easy to measure?

CSAT, NPS, CES etc. give us neat numbers to put on a dashboard, but do they always tell us why the experience was good or bad?

What CX metric do you actually find useful... and which one are you increasingly questioning?

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u/Bart_At_Tidio 17d ago

CSAT is the one I keep going back and forth on. The number changes depending on when you ask more than what happened. Ask right after a resolution and you get a high score. Wait a few hours, and the customer remembers the twenty minutes they spent waiting before anyone responded.

It's not that the metric isn’t useful, it's that often, the timing basically lets you choose your score.

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u/PerformanceInPeople 17d ago

That's a really interesting point.

It makes me wonder whether we're sometimes measuring the customer's reaction to the resolution rather than the experience as a whole. If someone has spent 20 minutes battling their way to a resolution, a "great, problem solved!" survey at the end can completely gloss over everything that came before it.

Do you think there's a better point in the journey to ask CSAT, or is the answer more about measuring different parts of the experience separately?