11 Types of Customer Experience Metrics to Track Using Online Time Trackers

As a business owner, did you know you can use online time trackers to track your customer experience metrics? Here are a few you can track with time trackers.


Customer satisfaction* is the watchword that every business strives to accomplish in this day and age. Every business owner needs to make sure that the needs and wants of both their existing and targeted customers are attended to at all times. Without customers, a business cannot hope to succeed. The contacts and experiences your consumer has with your business along the whole customer journey, from initial contact to becoming a happy and loyal customer, are defined by customer experience.

That being said, how can businesses leverage customer experience? How exactly can they determine that what they have put in place is working out in their favor? Although businesses must know how their customers perceive their services, it is not with magic tricks but customer experience metrics.

What Are Customer Experience Metrics?

Customer experience metrics are statistics, facts, and metrics that provide a quantifiable picture of how your company performs customer service. In other words, they are the key performance indicators (KPIs) that a business uses to track customer feedback. These measurements can assist you in figuring out how satisfied or loyal your consumers are. They can also tell you if your products are easy or difficult to use, directly impacting whether customers would refer you to their friends and colleagues or stay with your company. The number of likes, comments, shares, and clicks your posts receive on Facebook is used to create engagement metrics translated onto online timesheets made available with time tracking software such as Clockly.

It is a fact that most operations of the 21st century are now accomplished over the internet, and tracking customer experience metrics is not left behind with this. For this reason, time tracking software and time trackers are used in conjunction with project management and customer relationship software. You might wonder how this is possible. Well, it's simple; time trackers such as Clockly can capture screenshots, location, and keyboard/mouse activity to keep track of what's going on.

Why Should You Use Online Time Trackers To Track Customer Engagement Metrics?

One thing every business should understand is that it is a competitive advantage to have outstanding customer engagement. However, due to the fierce rivalry in many industries, taking excellent care of your customers and offering fantastic service by going the extra mile is necessary. Only by evaluating consumer interaction and enhancing it with each passing day can you show a year-over-year increase. This is why time tracking software can only help your business. The ability to be connected to certain services, such as customer relationship management software, can then track user engagement. It will further convert this information into an online timesheet for employees and employers to easily read and understand. These online timesheets are the most helpful feature because they allow businesses to categorically understand which areas need more input and which areas are doing well without it being easy. Engaged clients are crucial to your brand since they are the ones who are willing to communicate and spend time with it.

Jeff Bezos, the CEO of Amazon had this to say about customer engagement; Focusing on the customer makes a company more resilient

If people don't engage with your brand, it suggests they don't care and will switch to a competitor at the first indication of trouble. With time tracking software, you can catch this potential switch before it happens. But what exactly do your time trackers and time tracking software look into? What are the exact customer experience metrics that benefit your business?

Types Of Customer Engagement Metrics That Can Be Tracked With Online Time Trackers

You can easily keep track of assignment, adoption, and engagement by monitoring the correct data. It would help if you had time-tracking software to be able to evaluate or even access these analytics. If you choose the right solution, you'll have the tools you need to engage with customers and track your progress across a wide range of customer experience metrics. A couple of those customer metrics can be seen below;

1 Net Promoter Score (NPS)

The Net Promoter Score tells you how likely consumers are to tell their friends and family about your product. There is no indicator more important in terms of growth than this, as it offers you a fair picture of how satisfied your consumers are with you. Your time tracking software will collect this metric when you engage with them through in-app customer feedback forms or surveys. NPS is a metric that determines whether or not each customer receives the best possible service.

This is usually done on a 1 to 10 scale. Detractors, neutrals, and promoters are the three categories of respondents. Detractors are those who answer 1–6, neutrals are those who answer 7–8, and promoters are those who answer 9–10. If a person's score is less than a 9 or 10 (promoter), you should follow up with them and close the feedback tool.

2 Customer Satisfaction (CSAT)

The CSAT metric indicates how satisfied a customer is with your service or product. It is typically asked after a customer experience or a customer feedback survey. This survey can be linked to your time tracking software so that responses can be easily converted into online timesheets.

The CSAT score is commonly used to assess a customer's satisfaction with a company's customer service representatives. It will assist the organization in recognizing if someone needs additional training or if the scripts used today need to be adjusted. CSAT is ideal for a business because there is no better metric to measure if you have just changed a feature or modified a product.

3 Customer Effort Score (CES)

The third most popular customer experience metric that involves the customer's input is the Customer Effort Score. The CES is a transactional metric that evaluates the ease of use of a single solution. "How easy was it to solve your problem today?" is a question that CES frequently answers. The system uses a 5- or 7-point scale.

This KPI aids in the detection of customer journey roadblocks. You may improve customer loyalty and happiness by lowering the Customer Effort Score. Analyzing this metric will help you determine which of your clients have a smooth service experience and, more crucially, which ones struggle during the process. This metric is good for online timesheets as it shows employers where they need to make changes if any.

4 First Week Engagement

The rate at which a user interacts with or abandons your service or product in the first week is measured by the first-week engagement statistic. This measure might be a good indicator of how simple your service or product is to use (or how effective your onboarding is).

This statistic is used to determine customer satisfaction; the greater your first-week engagement rate, the happier your consumers are. It is a critical aspect that influences client loyalty and assesses your agents' ability to fix issues on the first contact. The first-week engagement performance indicator tells you how well your agents grasp and solve problems without the need for additional contacts. With your time tracking software linked to services that measure the first-week engagement, you can use the online timesheet feature to track exactly how customers interact with your product in their first week.

If your onboarding is clumsy or your product is too difficult to use right out of the box, customers may abandon or unsubscribe sooner rather than later. If your first-week engagement metric is strong, you can consider your service and first onboarding procedure to be good to go.

5 Social Media Monitoring

Many customers express their dissatisfaction and compliments on social media, but few firms embrace it and reply. For the consumer, this results in a frustrating one-way encounter. You may not only know when to reply to a client by analyzing social media experience metric data, but you can also understand what feedback they're giving so you can put stronger procedures in place to handle concerns and retain what's working. Use the information you gained through your online timesheet to help you plan future marketing initiatives. Positive and negative remarks about your company should be monitored and responded to appropriately.

6 Customer Retention Rate

While acquiring new consumers boosts your brand image, keeping them for a longer period demonstrates that you have built trust and loyalty through customer retention techniques. Customer retention rate is a metric that measures how well a company keeps customers over time. Your time tracking software helps to keep track of your customer retention rate efficiently. A higher Customer retention rate is the result of excellent customer service. The lifetime value of a customer improves dramatically when you provide consistent and predictable services.

7 Average Resolution Time

Customer satisfaction is constantly influenced by the speed with which a problem is resolved. Every client expects prompt and consistent customer service. It's critical to respond to customer questions in real-time if you don't want them to abandon you. The average resolution time (ART) is the amount of time it takes the team to resolve a support ticket once it has been reviewed. Online timesheets help you know how much time is spent on any particular ticket. It is counted in days or hours spent online. Customer satisfaction rises as the resolution time decreases.

8 Churn Rate

The churn rate is the percentage of consumers who discontinue using your service or product after a certain period. The customer turnover rate is sometimes assessed as a loss of business value. Understanding why consumers leave your organization can be as simple as measuring your turnover rate and obtaining client feedback. You can keep track of this with online timesheets and start addressing churn prevention once you know why they're leaving.

9 Customer Lifetime Value (CLV)

This is one of the most often used customer experience metrics, and it measures a customer's entire contribution to a firm throughout their relationship. The longer a consumer stays with you, the more likely they will spend a lot of money with you.

Not only would they be spending money by purchasing your items, but a long-term customer is also more likely to refer your company to a large number of their friends and relatives. When CLV rises on your online timesheet, it signifies you're creating a good impression on them, and they're happy to stay with you and do business with you.

10 Customer Engagement Score

It is used to determine how engaged your consumer base is. You may quickly categorize your audience, understand the areas where the focus should be placed, and analyze the impact of these efforts utilizing this method. It's useful for assessing client involvement as well as trial period customers. Your online timesheet can keep proper track of this metric.

For SaaS-based enterprises, it's the ideal paradigm for gauging client engagement. If you run an online business, you can track consumer involvement by looking at their online behavior and interactions with its products. By calculating the customer engagement score, you may determine who will convert from a trial period to a paid customer, who will be willing to purchase further products from you, and who is on the verge of abandoning you for a competitor.

11 Page Views

Pageviews are a measure that indicates how much traffic your website receives. It counts how many times a person views a specific page on your website. When the number of Pageviews is high, many people are interested in what you have to offer.

Pageview analysis will let you understand if any modifications you made to your website are functioning well, in addition to indicating how many visitors are on your website over a specific period. If there is more traffic than usual, which you will see on your online timesheet, it indicates that the modifications you made are having an effect. You can maintain that number by providing them with a positive online experience.

Wrapping Up!

With the help of time tracking software, Clockly, businesses can now be updated regularly on customer engagement metrics with its online timesheet feature. Time trackers are here to stay as they can be used with several other software while converting data into easily readable information on their online timesheets. You should try out the time tracker Clockly today and see your customer engagement metrics skyrocket.


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