NPS surveys classify your customers into three groups based on their responses:

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Metrics such as Net Promoter Score (NPS) and uk business email list customer satisfaction score (CSAT) help you measure the customer experience. Tracking these metrics will show you how to address pain points and improve your customer experience strategy.
You can also use customer engagement metrics to inform your customer journey mapping. They help you identify inefficiencies, pain points and content gaps so you can optimize each customer touchpoint.
Another key benefit of measuring engagement metrics is improving customer retention. Customer lifetime value (CLV) and churn rates can show you which customers are at risk. This lets you put together targeted retention strategies that ultimately boost loyalty.
10 customer engagement metrics to track
1. Net Promoter Score (NPS)
Net Promoter Score or NPS tracks how likely people are to recommend your business to others. This makes it an excellent measure of customer loyalty and brand advocacy. It not only gives you an idea of how satisfied customers are with your brand but also whether they’re likely to stay.

Even better, it shows you whether your business can grow organically through word-of-mouth.


Promoters: Those who answered 9 or 10
Passives: Those who answered 7 or 8
Detractors: Those who answered between 0 and 6
You can use the following formula to calculate your NPS:

NPS = % of promoters – % of detractors