More and more organisations are carrying out UX research. They talk to customers and design based on insights. That’s a great step forward. But if you really want to put your customers at the heart of everything, you actually need to go one step further. You need to keep a constant finger on the pulse. Never lose sight of your customers’ experience. In other words: you need to measure your customer experience.

CX metrics help with this. They provide insight into how your product or service is developing, and whether you’re actually making your customers a little happier every day. You learn whether changes are having the desired effect. It helps you compare products and services with one another. It enables you to make quick adjustments. But it’s also valuable internally: CX metrics help you share progress with stakeholders, to highlight the importance of a customer-centric approach.

CX metrics show whether you’re heading in the right direction, and whether you’re making your customers a little happier every day.

Would you like to discuss CX metrics some more?

Anne van der Veen — Lead CX Strategie & Organisatie

Send message via LinkedIn anne.vanderveen@valsplat.nl

Together, we’ll determine which CX metrics you need

With such a vast array of possible metrics, it’s easy to end up measuring too much. You lose track of the bigger picture and no longer know exactly why you’re measuring what you’re measuring. We’ll help you choose your metrics more carefully, so that you’re measuring things that actually help you.

Scoping

We start with a kick-off. We immerse ourselves in your business, customer, and context. From there, we determine the scope of the project.
Workshop

In a workshop, we define together where we can best deploy the metrics, what customer success means to you regarding those specific themes, and how you want to use the insights.
The plan

With all the information in hand, we develop a proposal that aligns with your business and users. We propose a set of metrics and determine where and how you will measure them.
Pilot and refine

We assist with the implementation of the metrics. This starts with a pilot – we learn what works and what deserves extra attention. Next, we ensure that the plan is properly handed over to the right stakeholders.

Proud of our clients

What you can expect from us

We’re genuine researchers. We’re precise. We’re sharp. Here’s what you can expect from us when we start working together:

Experienced researchers who’ll guide your team. We’ve been conducting research ever since we started Valsplat in 2000. It’s in our DNA. It’s the foundation of everything we do.
A strategic perspective. You’ll get more than just insights and metrics. We’ll work with you to consider how to apply them – what you can do with your metrics.
Over the past 25 years, we’ve carried out research for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.