How to read these

These customer experience KPI examples are a menu, not a set to adopt whole. Each has a definition and a formula, and the decision it helps with. Choose the few that match what your customers actually complain about and praise.

Framework

Customer experience metrics and KPIs that teams can act on.

Customer experience metrics and kpis

Retail stores

  • Checkout wait negative share: negative billing-wait mentions / all billing-wait mentions, per store and month. Decision: till staffing at peaks.
  • Staff helpfulness positive share: positive staff mentions / all staff mentions. Decision: training and recognition.
  • Out-of-stock complaint rate: reviews complaining about availability / all reviews. Decision: replenishment and size curves.
  • Visit CSAT: share of 4 and 5 scores on a 5-point satisfaction question after a visit.

Restaurants and QSR

  • Order accuracy complaint rate: reviews mentioning wrong or missing items / all reviews.
  • Food temperature negative share: negative temperature mentions / all temperature mentions.
  • Delivery on-time rate: orders delivered within the promised time / all delivery orders.
  • Hygiene mentions: count of reviews mentioning hygiene problems, reviewed individually.

Hotels

  • Room readiness complaint rate: reviews complaining about room not ready / all reviews.
  • Cleanliness negative share.
  • Request response time: median minutes from guest request to completion.
  • Post-stay NPS.

Apps

  • Payment complaint rate by version: reviews complaining about payments / all reviews, per app version.
  • Crash-free sessions: from your app analytics.
  • Play Store rating, recent window.
  • Reply coverage: reviews with text that received a reply / all reviews with text.

Customer service

  • First-contact resolution: contacts resolved without a follow-up / all contacts.
  • CES after support: share answering easy or very easy.
  • Review reply time: median hours from negative review to reply.
  • Repeat-complaint rate: customers complaining about the same issue twice within 30 days / all complainants.

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Loop KPIs for any business

  • Owned issues: rising issues with a named owner / all rising issues.
  • Checked actions: actions reviewed on their follow-up date / all actions due.
  • Fixed and held: issues whose negative share fell after the fix and stayed down for a quarter.
Feedback loop

Customer feedback loop best practices.

Customer feedback loop best practices

Common questions

Should every KPI have a target?

Targets help for drivers you control directly. For topic shares, comparison with peers and with last period is often more useful than a fixed number.

How do we pick from this list?

Start from your top complaints. Choose the KPI that measures each and the driver that explains it.

Can KPIs come from reviews?

Yes. Topic negative share, complaint rates and reply measures all come from classified reviews.

Who should own each KPI?

The person who can change it, usually the owner of the related theme.

A KPI definition card

Name: Checkout wait negative share. Definition: share of review mentions about waiting to pay that are negative. Formula: negative billing-wait mentions / (positive + negative billing-wait mentions). Source: Google Maps reviews, classified. Frequency: monthly, by store. Owner: Head of Store Operations. Comparison: store peer group median and last month. Linked driver: average queue time at peak hours.
Example KPI card

Writing a card like this for every KPI prevents the most common problem with CX metrics: different teams calculating the same number differently.

Signs you have too many KPIs

  • Nobody can name the owner of half of them.
  • The monthly review runs out of time before reaching them.
  • Several measure the same thing in slightly different ways.
  • Some have not changed a decision in a year.

Doing this with Falcon

Falcon adds the review-based measures to your CX metrics: for every theme and store, the volume of mentions, negative share, its change month to month and the number of reviews behind it, from Google Maps reviews of your stores and Google Play reviews of your app. Every number opens the reviews that explain it, which survey scores alone cannot do.