Many companies now think differently about their customer engagement approach. Digital Customer Experience (DCX) is a performance analysis discipline that identifies how digital fits into your app’s overall customer experience and journey. Following this practice gives your customers what they want precisely when they need it.
But, due to the lack of appropriate support, most businesses nowadays think that simply adding digital tools on top of marketing or sales services will help them understand their customers and bring more user interaction. However, this is not sufficient. To ensure that your users feel valued irrespective of the platform or application, every company needs the best strategies for smooth, convenient, and hassle-free customer interaction.
Today’s post will discuss the best practices for monitoring Digital Customer Experience to exceed your customers’ expectations.
- Client-Side Performance Monitoring
It is critically important to test and analyze how users interact with your mobile app by performing client-side performance monitoring. It would be best to use a proactive tool to check the mobile app’s performance. It helps you keep track of important metrics that will help you improve the performance like apex score, UI hangs, network timeouts and slow launches issues, problems with tracking custom traces, etc.
- Client-Side Performance Testing Metrics
There are specific parameters and measurements gathered during the QA process. To understand the user’s engagement with your app, you should study the effectiveness of these metrics. Some of the client-side performance testing metrics to understand are –
- Time to First Byte
- CPU Ideal Time
- Server Response Time
- Network Latency
- Screen Drawing Time
- Time To Render
- Speed Index
- Load Time
- Time To Interact
By testing the above metrics, you will be able to track and predict performance changes for spikes in connectivity, location, increased traffic loads on your app, etc.
- Digital Experience Monitoring
Digital experience monitoring is a performance analysis practice for examining and improving your mobile application and its performance. It helps you to perfect the operational experience and behavior. Many digital experience monitoring tools are available in the market for discovering, tracking, and perfecting the end-user experience. These added benefits are essential to consider to help understand the application’s performance and usability.
- End-User Experience Monitoring
It is essential to perform end-user experience monitoring as it surveys the actual users to shape critical metrics, like transaction paths, responsiveness, and page load times. It captures the value of user experience for using mobile apps by recording their real-time interactions. It is a type of artificial mobile monitoring that allows teams to check the influence of mobile apps and device performance from the end user’s point of view.
- Customer Satisfaction (CSAT) Score Monitoring
CSAT score is an important metric used to calculate and measure customers’ satisfaction and experience with your app or service. It is a crucial DCX metric that gives you insights into how the users feel and think about the quality of their experience. In this practice, companies gauge digital customer satisfaction on a scale of 1 to 10 after a short interaction or after downloading and using the application. These measures are then converted to a percentage to get a comprehensive vision of customer satisfaction across the whole funnel.
- Net Promoter Score (NPS)
NPS is a measure of DCX that measures customers’ loyalty using your app. NPS usually consists of a single-questioned survey followed up with open-ended questions. This practice allows companies to understand their most loyal and the least loyal audience concerning their competitors. Your company should use this measure to gauge the quality of the customer service and address any problem areas. Additionally, organizations use this practice to improve users’ experience, monitor loyalty trends, and increase revenues by rolling out referrals or promotional offers.
- Customer Effort Score (CES)
Your clients want you to solve their concerns quickly. This is where the practice of using the CES score comes into the picture. CSE score measures the customer’s efforts to use the service channels. Understanding this, in simpler words, CES measures the steps the user has to put in to accomplish some task in the service or application you are offering. It is in the list of best practices because it helps to reduce the friction for an effortless experience and tracks the simplicity of the solution your company provides to its valuable users.
- Customer Health Score (CHS)
CHS is a metric used to determine the relationship with a customer. Your users are the best marketers globally when you have influential customer health scores. This metric is important to monitor because it can help transform your organization’s approach to interacting with its customers. It is considered that if your customer is happy with your service or after using your app, they will not only recommend your service to others but also will remain with your company for a longer duration. Here are some metrics you should consider while practicing CHS:
- Overall application usage
- Depth and Breadth of usage
- Account growth
- Number of renewals or upsells
- Length of customer engagement
- Need for support or survey results
Companies providing digital services have to be more accurate and dependable and deliver the service they guarantee to their customers.
Today’s post discussed some of the most important and best practices you can follow to monitor the Digital Customer Experience. Monitoring these metrics will allow you to track and measure the customer’s touchpoints while interacting with a brand online.
These best practices should help you grow your customer base and significantly influence the success of the customer experience.