Customer experience analytics are the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey. Organisations obtain these analytics by collecting, analysing, and interpreting data and feedback from customer interactions to gain insights into the overall customer experience. Customer experience analytics play a crucial role in evaluating and enhancing the quality of customer service and the efficiency of contact centre operations.

Customer experience analytics data and KPIs

Data Collection: Customer experience analytics involve collecting data from various sources, including call recordings, chat logs, email correspondence, and customer surveys. This data can encompass both structured (quantitative) data, like call duration or wait times, and unstructured (qualitative) data, such as customer feedback and sentiment.

Analysis and Insights: Advanced analytics tools are used to analyse the customer experience data. This analysis can reveal patterns, trends, and customer behaviour. It helps in identifying common issues, frequently asked questions, and areas where customer service can be improved.

Sentiment Analysis: Analysing the sentiment of customer interactions is a crucial aspect of customer experience analytics. It involves assessing whether customer interactions are positive, negative, or neutral. Sentiment analysis helps in understanding customer satisfaction (CSAT) levels and emotional responses.

Performance Metrics: Customer experience analytics often includes key performance indicators (KPIs) related to customer service, such as First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) scores. These metrics provide quantitative measures of the quality of customer service.

Real-time Monitoring: Some analytics tools offer real-time monitoring of customer interactions. This allows supervisors and managers to intervene promptly in live calls or chats to ensure a positive customer experience.

Feedback Integration: Customer experience analytics often involve the integration of customer feedback, whether obtained through post-interaction surveys, social media, or other channels. This feedback provides valuable insights into customer preferences and areas requiring attention.