NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

Traditional metrics used to measure success are facing increasing scrutiny. Return on investment (ROI) and return on equity (ROE) have long been the go-to metrics for assessing financial performance.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Whether it’s education, sports, or business, we need to know how well we’re doing. We need to be able to measure performance. These measurements typically consist of two elements: first, the metric, ...

With the IT spending slump showing no undisputed signs of recovery, solution providers have been wracking their brains trying to strengthen their relationships with existing clients. Why? According to ...

AUSTIN, Texas--(BUSINESS WIRE)--BigCommerce (Nasdaq: BIGC), a leading Open SaaS ecommerce platform for fast-growing and established B2C and B2B brands, today announced it has been honored with an IDC ...

Overall customer satisfaction with individual life insurance providers remains steady this year, but that apparent stability masks significant year-over-year swings in customer experience across ...