What CX Metrics Actually Matter and How to Measure Them (Jan 2024)

Metrics for customer experience (CX) look radically different depending on the agency’s mission. For example, the Sanitation Department might consider a lack of inquiries as a sign of success, whereas the Parks Department might see a lack of site visits as a problem. To successfully measure your CX efforts, you first need to have the right metrics in place. Specifically, you’ll learn: How to tie your CX metrics to your agency’s goals and mission. The proper cadence and strategy for measuring CX goals. How to report on and share your CX metrics. Watch on demand to learn from government leaders and your peers about the CX metrics that matter and how you should measure them.