How do you measure your customer experience goals?
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By conducting regular customer surveys
From customer feedback
We measure how we perform in terms of the kind of treatment we give when any employee within the organization reaches out. But when it comes to business applications you're also working with your external B2B partners, so we measure how well we’re interacting with them. Or, on the customer management (CM) side, how well we’re supporting our sales or marketing function. Those are more visible and outward-facing to business folks if you're within IT.
It's hard to put hard KPIs on the true quality of your customer service. You can't say, "Whether I have a good attitude or not when I fix your computer, it still gets fixed within the allotted time.” If you look at it from a pure time-to-resolution, the numbers would be exactly the same and that's what a lot of folks are grading that level of people on.
My NPS score may be wildly different and we can judge people on that, but how many times will someone actually visit the help desk and fill out an NPS? There's a lot of weight to that. If you’re asking, "How many calls did you close?" and they say "I only closed two, but I had a great conversation with this user about her pets,” that's not going to move the needle.
We conduct sample surveys quarterly, and also participate in JD Power analysis. Data from these sources in robust and reliable enough for my company to respond to changes quickly.