What are the Right Web Customer Experience Metrics
Good website customer experience metrics fulfill two purposes: tracking site experience quality and pointing to opportunities for improvement. Customer experience professionals need three types of metrics to support their efforts: measures of how customers perceive their visits to the site, events that signal potential problems even if customers don’t complain, and data about what customers do after the visit that can help show how experience quality affects future business. Customer experience professionals can use Forrester’s website customer experience metrics inventory worksheet to take stock of their existing metrics and — if necessary — close any gaps in their measurement system.
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