Metrics should drive decisions, not just fill dashboards
We built KPI.cx because we were tired of seeing great CX teams drown in metrics that never led to action.
Why KPI.cx exists
Customer experience teams are some of the most data-rich organizations in any company. Every ticket, survey, call, and click generates signals about what customers need and where they're struggling.
But having data isn't the same as having clarity. We've seen CX leaders buried in dashboards—dozens of metrics across siloed tools, with no shared definitions, no clear owners, and no connection between what the numbers say and what the team should do.
The result? NPS reviews become annual rituals. CSAT scores get celebrated or mourned without action. Response times improve on paper while customers still feel ignored.
We started KPI.cx to close the gap between measurement and improvement.
Define clearly
Every KPI needs a formula, an owner, a target, and a reason to exist.
Track consistently
Data should update automatically, with alerts when things change.
Act together
Metrics need review rhythms and playbooks that turn insight into action.
Our principles
These beliefs guide how we build KPI.cx and how we think about CX measurement.
Clarity over complexity
Fewer, better metrics beat dashboards full of noise. We help you focus on KPIs that actually inform decisions.
Ownership matters
A metric without an owner is a metric that won't improve. Every KPI in your stack should have someone accountable.
Action is the goal
Measurement is a means, not an end. If a KPI doesn't lead to a decision or behavior change, question whether you need it.
Context over benchmarks
Your company's 'good' is more useful than an industry average. Trends in your data tell you more than comparisons to others.
Operational rhythm
Metrics need review cadences—weekly for ops, monthly for strategy, quarterly for direction. Ad-hoc analysis isn't a system.
Transparency builds trust
When everyone sees the same numbers with the same definitions, collaboration replaces finger-pointing.
Built for trust
We take security and reliability seriously. Your CX data is sensitive—we treat it that way.
SOC 2 Type II
Our infrastructure and processes are independently audited for security, availability, and confidentiality.
Data encryption
All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Your metrics stay yours.
GDPR compliant
We support data privacy requirements for global teams, with data residency options available.
99.9% uptime SLA
Enterprise plans include uptime guarantees backed by service credits.
Let's talk about your CX metrics
Whether you're just starting to formalize your KPI stack or looking to upgrade from spreadsheets, we'd love to hear about your challenges.