Learn to measure what matters
Practical guides, benchmarks, and playbooks for customer experience measurement. No fluff—just frameworks you can implement today.
Essential Reading
Customer Experience KPIs: The Complete Guide
Everything you need to know about measuring customer experience—from choosing the right KPIs to building review cadences that drive action.
Read guideCSAT: Definition, Survey Design, and Benchmarks
A deep dive into Customer Satisfaction Score—how to measure it correctly, design surveys that get responses, and interpret your results.
Read guideNPS: How to Use It Without Getting Misled
Net Promoter Score is powerful but often misused. Learn when NPS works, when it doesn't, and how to pair it with other metrics.
Read guideFirst Response Time: What to Measure and Improve
First Response Time is a leading indicator of customer satisfaction. Here's how to measure it across channels and actually improve it.
Read guideHow to Build a CX KPI Review Cadence
Weekly reviews, monthly deep-dives, and quarterly strategy sessions—build a review rhythm that turns metrics into action.
Read guideLeading vs Lagging CX Indicators
Understand the difference between predictive and retrospective metrics, and how to balance both in your KPI stack.
Read guideCustomer Effort Score (CES): When and How to Use It
CES measures how easy it is to do business with you. Learn the best touchpoints to measure and how to act on the results.
Read articleContact Center KPI Benchmarks 2024
Industry benchmarks for handle time, first contact resolution, CSAT, and more—segmented by company size and industry.
Read articleBuilding Your First CX Dashboard
A practical guide to designing dashboards that executives actually use—focus on decisions, not decoration.
Read articleTime to Resolution: The Hidden Revenue Driver
How resolution speed impacts customer lifetime value, and the operational changes that actually move the needle.
Read articleSaaS Customer Success Metrics That Matter
Beyond NRR and churn—the leading indicators that predict customer health before it's too late to act.
Read articleVoice of Customer Analysis: From Surveys to Action
Collecting feedback is easy. Turning it into operational improvements requires a systematic approach.
Read articleThe CX Metrics Newsletter
Weekly insights on customer experience measurement. No spam—just practical frameworks and industry benchmarks.
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