Voice of the Customer Metrics Guide

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

Choosing the right metrics can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should the metric question be at the beginning or the end of the survey? What measurement scale should I use? Unfortunately, these questions can be so overwhelming that some Voice of the Customer (VoC) programs suffer from analysis paralysis and then simply wither and die. To make sure that doesn’t happen to you, here are a couple of things to remember:

Understand that a successful VoC program is all about taking action on feedback from your customers. Metrics are simply a line in the sand against which you can measure your improvements.

Choose metrics that provide the right information for your unique business needs. The most successful VoC programs implement a combination of metrics based on departments, goals, feedback channels, and/or brand standards.

Available Metrics

  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Overall Satisfaction (OSAT)
  • Customer Effort Score (CES)
  • Purchase Propensity
  • Top Box (top 3/top2)

We’ve prepared this VoC Metrics Guide infographic to help you understand the options. We’ve also included a couple of powerful tips to help ensure you are focused on what really matters!


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