Qualtrics has launched Digital Experience Metrics, a framework designed to help organisations measure customers’ digital experience across their digital channels, such as websites, mobile apps, and social channels.
Built into the Qualtrics CustomerXM platform, DX Metrics helps businesses measure three key aspects of digital experience. These include:
- Emotion – measured by customer satisfaction
- Effort – measured by task difficulty
- Success – measured by task completion.
The framework comes with new Qualtrics research which shows various findings to help companies strengthen their digital experience strategy. The findings also enable companies to benchmark their metrics against similar organisations in their industry, as well as offer dashboard templates and marketing recommendations.
Brad Anderson, President of Products and Services at Qualtrics, said: “Creating great experiences, even in traditionally impersonal digital channels, is a critical differentiator for every business today.”
“Digital Experience Metrics connect customer sentiment to financial impact, helping organizations understand how investing in better digital experiences based on individual feedback can impact their bottom line.”
The data gathered in DX Metrics are stored in Qualtrics Experience ID, a single, unified view of the preferences people are sharing with a brand. Experience ID sorts these insights into unique individual profiles that provide a 360-degree view of each customer’s expectations and interactions with a company.
Digital Experience Metrics will be generally available in product in Q2 2022.
This announcement follows Qualtrics’ recent launch of Qualtrics Discover, a suite of programmes that identifies customer intent, emotion, and effort to help CX teams better understand the journeys customers take.
