How do I measure an exceptional customer experience?

An experience where each customer is satisfied beyond their expectations is an exceptional one. To measure an exceptional customer experience you need the right analytics set up. That capture customers at each step of the journey, and see their progress.

You might want to measure things like:

• Completion rates, the rate at which customers perform certain chains of events.
• Drop off rates, the rate at which people drop off at key steps
  Conversion rates, the rate at which people convert
• Attention, how long people are engaging for each click.
• Average Scroll, how are customers consuming the page and content.
• Engagement rate, what customers do on the page, and if they click out, to make a purchase, or sign up to webinar etc.
• Bounce rate, are people staying, but use a bounce rate that captures if people leave even without clicking a link. Like Nudge does.

At a technical level, an exceptional one, is one that is above industry averages. In the upper bracket of performance.

So you need to look at any data within that context. This may be harder to get for some industries but you should be able to get sector benchmarks.

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