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What Customer Experience Metrics Should Be Evaluated After the First Quarter?
15 April 2025
The first quarter has passed, and it’s time for companies to conduct a thorough evaluation of their Customer Experience (CX) strategies and performance. This evaluation is crucial for adjusting approaches, improving shortcomings, and crafting more effective and personalized strategies for the second quarter.
However, to ensure your evaluation hits the mark, you need to focus on the most relevant metrics or Key Performance Indicators (KPIs). This article will cover several key metrics that must be analyzed after Q1: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR)—along with how to interpret them to build a stronger CX strategy.
1. Customer Satisfaction Score (CSAT)
What is CSAT?
CSAT measures customer satisfaction with a product, service, or specific experience. It’s typically gathered through questions like “How satisfied are you with the service provided?” using a scale from 1 to 5 or 1 to 10.
Why is CSAT Important?
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It measures the quality of direct interactions, such as after contacting a call center.
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It serves as an early signal of potential churn or customer loyalty.
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It helps identify which aspects customers frequently complain about or appreciate.
How to Interpret CSAT Results
If your CSAT score was low in Q1, it’s a sign that service processes or products need improvement. Also, analyze trends by channel—was CSAT lower on live chat than on phone calls? This evaluation helps you focus on areas needing improvement in Q2.
2. Net Promoter Score (NPS)
What is NPS?
NPS measures the likelihood that customers will recommend your product or service to others. Customers are grouped into:
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Promoters (9–10): Loyal customers likely to recommend.
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Passives (7–8): Satisfied but unenthusiastic.
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Detractors (0–6): Unhappy customers who may leave negative reviews.
Why is NPS Relevant?
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It gauges long-term loyalty, not just short-term satisfaction.
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It provides an overall impression of your brand.
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It's a strong predictor of business growth.
How to Use NPS Data for Q2
Identify what turns a customer into a detractor—slow response times? Product quality issues? Improvements should be based on these findings. Also, study what promoters love and replicate those experiences for more customers in Q2.
3. First Contact Resolution (FCR)
What is FCR?
FCR measures how often customer issues are resolved on the first contact, without the need for follow-up.
FCR Benefits for Customer Experience
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Improves contact center operational efficiency.
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Delivers instant satisfaction to customers.
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Reduces customer service workload and operational costs.
Evaluating FCR After Q1
If FCR is low, it means customers often need to reach out multiple times to solve one issue, which worsens the experience and can lead to churn. Companies should review SOPs, agent training, and the effectiveness of tools used in the service process.
4. Combining and Correlating Metrics
These metrics don’t stand alone. A high CSAT may mean little if NPS is low—it suggests customers are currently satisfied but not loyal. Similarly, a high FCR can directly boost CSAT and NPS. It’s essential to analyze how these metrics correlate and design strategies based on the combined insights.
5. Building a Q2 CX Strategy Based on Data
Once you’ve gathered and analyzed the above metrics, the next step is to design a relevant strategy for Q2, such as:
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Boosting NPS through loyalty programs
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Reducing case escalations with advanced agent training
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Optimizing service channels with the lowest FCR
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Tailoring communication based on CSAT results by customer segment
With a data-driven approach, your CX strategy becomes not only more measurable but also more relevant and impactful in driving customer satisfaction and loyalty.
Evaluating Customer Experience metrics at the end of Q1 is a crucial step in building sharper, more personalized strategies for Q2. By focusing on CSAT, NPS, and FCR, companies can gain deep insights to deliver a more satisfying and sustainable customer experience.
PT VADS Indonesia, as a customer experience service provider, is ready to help your company optimize CX in Q2. We offer advanced technology-based solutions and professional support to help you build more targeted and personalized strategies to reach your customers effectively.
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