Task Performance Indicator: A management metric for customer experience

Making CX measured. The power of numbers.

“It’s hard to quantify the customer experience. “Simpler and faster for users” is a tough sell when the value of our work doesn’t make sense to management. We have to prove we’re delivering real value—increased the success rate, or reduced time-on-task, for example—to get their attention. Management understands metrics that link with other organizational metrics, such as lost revenue, support calls, or repeat visits. So, we need to describe our environment with metrics of our own.”

Gerry McGovern a.k.a. /gerry-mcgovern | @gerrymcgovern ~ A List Apart

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