5 Customer Experience Metrics You Need to Track

5 Customer Experience Metrics You Need to Track

Making an argument with a brilliant customer experience is robust, also unusual. Most agencies already reflect on consideration on consumer trips. Consumer experience is a transferring target, and monitoring consumer pride is much less comfortable than further income growth.

We suppose every five metrics offer key consumer experience insights and a rounded image when evaluated together.

The NET promoter score

The total promoter score is a guide that varies. The Net Promoter Score is a guide that ranges from 100 to (one hundred), which measures the client’s willingness to suggest a company’s merchandise or offerings to more.

Your clients will solely advise your product or the provider to households, buddies, or colleagues if they are assured of correct the client experience. On the flip side, your clients will also broadcast terrible experiences about you, likely more significant than high-quality ones. 

The ensuing net promoter score is an honestly blunt but genuine indicator of the general purchaser experience. The net promoter score ought to be your first port of name when measuring consumer experience.

Churn and Retention Rates

Churn and retention costs are two aspects of the equal coin, and each mainly reflects Net Promoter Score as an illustration of the everyday consumer experience. In churn, agencies measure the share of clients that depart carrier over a set period. 

Retention displays the proportion of clients who are, with the company, once more over a predetermined period. The back of consumer churn elements are myriad; however, churn and retention is crucial for two essential reasons. 

The Two Essential Reasons

First, it goes barring pronouncing that clients tend to go away because they are dissatisfied. Obtaining new clients to change the clients that your agency couldn’t keep is a high price, so it’s critical to focus on decreasing churn.

Customer Satisfaction

three men laughing while looking in the laptop inside room

One rating businesses may want to look at is the Customer Satisfaction Score in attempting to decide customer churn’s motives. Customer delight is usually measured on a five-point scale – from terrible to excellent. It’s a straightforward measure that is speedy to answer, which can maximize the wide variety of responses. High response costs provide a more significant, other legitimate images of any given action. Customer satisfaction can furnish a precious factor of dimension throughout consumer touchpoints. 

The Customer Effort Score

Both Customer Satisfaction and Net Promoter Score grant a balanced view of consumer experience, reflecting each the fine and the negatives elements of the consumer experience. 

It affords a more right indicator of the aspects that detract from the ideal consumer experience. In a twist on customer satisfaction, the customer effort score asks purchasers to fee their day trip on a scale from very hard to very easy. 

Why is customer effort score a treasured metric? 

For many merchandise or services, suitable consumer experience is generally mirrored by using matric and knowing how it works without problems, a client receives the job done. 

In different words, it is now not about bells and whistles; however, about efficiency.  Here customer effort score can supply an additional correct photograph of how nicely your agency serves its customers.

Customer Lifetime Value

Measuring the expected internet income throughout the lifetime of a purchaser relationship is regarded as the customer lifetime value. Each employer will pick to measure customer lifetime value in a barely unique way; however, customer lifetime value gives two necessary insights.

First, while many consumer journey elements will reply positively to investment, the immoderate funding will minimize profitability. 

So, monitoring the average profitability of your clients can assist information funding to get the most return. While some clients will proceed to make use of your product even if consumer experience dips, they might also spend much less relying on the purchaser experience. 

Responding to Customer Satisfaction Metrics

As we stated at the outset, each of the above metrics will supply a unique consumer experience view. Although a parameter will seize a customer’s given ride at a precise factor in time, it will inevitably mirror previous experiences too.

The best way to use consumer equipment is to screen a few metrics over some time continually. These could be through the monitoring of the consumer trip from more than one angle. Over an extended period, this process can enable the corporate to get a complete image.

Read more about improving customer experiences and other blogs on or blog site.

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Customer Service in Times of a Pandemic

Customer service has became a valuable opportunity. In times of a pandemic, which has never happened before the era of the internet, job security is critical. Appearantly some of you might be wondering how to be able to have a safe income. There are many ways of earning money, but thanks to the internet, you can dot a lot of them remotely these days. This works within the safe environment of your own home as long as you have a well-working internet connection. Many of these jobs are of a freelancing nature. In general they are project-based and it is totally up to you how many hours a day or a week you spent on the job as long as you meet the deadline.

man in black suit jacket writing on a paper
Photo by Anthony Shkraba on Pexels.com

Contact Center for customer service

One possibility for such a job is working in customer service. There are plenty of customer service companies with contact centers around the world. Contact centers are a relatively new term and should not be confused with sole call centers even though the work is similar. Contact centers are the melting pot of customer experience. They cover accommodating teams for marketing, technical support, sales assistance and other kinds of customer service.

Difference between contact center and call center

The difference to a pure call center, however, is that the service of a contact center does not only involve communication via phone but also interaction via e-mail, live chat and/or social media. This brings the advantage of being able to work at maximum efficiency while being open on all channels. Modern technology helps distributing incoming inquiries to the employees. Normally outside companies specialized in customer service manage customer care centers. A lot of big companies also work with community help centers where customers help customers. Normally, a technical support staff administers the forums, so that clients still find help quickly.

Of course, contact centers and call centers are not solely for incoming customer inquiries but also for sales marketing. This is where the reputation of call centers often drops. However, call centers can be advantageous when it comes to e.g. fraud prevention by your bank or a quick fix of the internet router. I had the experience while being on holidays in Spain that my bank in the UK called me to tell me that I was withdrawing money from an ATM in the U.S. 10 minutes ago.

Being multilingual in customer service

Especially now during the pandemic, more and more contact centers work delocalized with their employees being outsourced so that one can have a phone call to or from anywhere in the world. This might lead to language barriers, a common complaint especially in call centers. Therefore, being multilingual is a big advantage when working for a delocalized and/or worldwide acting call center.

The Finnish company Katrium offers contact center services to their customers along with market research and business support services. Katrium works multilingually with international freelancers. This network structure allows their freelancing employees to fit their working schedule around their personal lives, work from home and at the same time to always find the best fitting customer service for Katrium’s customers.

addiction deck dominoes gambling

Marketing Strategies and Neuromarketing in Casinos

To find advertising on the web that refers to online casinos is becoming increasingly common. This strategy has successfully raised these webs’ audience by 18%, with users between the ages of 21 and 50.

Appearantly, communication had taken a historical turn since Social Networks started to be so crucial for society. If we think about it, this is a factor that has occurred in less than ten years. Companies, for their part, have found new doors to increase their development. In this sense, casinos are one of them, which have used the exchange of opinion so naturally on the web, chats or forums, to make themselves known and attract new followers.

Domino effect

addiction deck dominoes gambling

As some call it, the domino effect is a strategy used by casinos to reach more people. In detail, it consists of a user hanging on his profile some game of interest, such as roulette, calling other users to participate with him, and automatically others start to share. These games are striking for their themes. 

Moreover, one of the wonders of marketing is that it is an area where there are no rules. Hence, an effective strategy for the interested party is entirely valid. However, a good website and effective customer service are indispensable in the outline of any strategy you propose to launch.

To emphasize, the direct communication with users, their bonus offer, and how each casino exposes it increases the offer’s attractiveness. Each one reveals a rarely seen strategy in any other sector, which is crucial for casinos.

To clarify, casino games are a gigantic industry. Like every business, it aims to bring as much profit as possible to this market’s leaders and owners. For it to remain profitable, they need to motivate players to gamble and attract new followers. They use an extensive range of techniques. For the most part, in Las Vegas and other gaming and betting centers, they offer diners many attractions and additional services apart from the games.

On the other hand, online casinos allow players to benefit from bonuses and promotions that give them free money to play and additional rounds to bet. 

How to attract online casino players 

As can be expected, competition is relatively high in the online casino games sector, especially since they became highly profitable with the national regulation in 2012. However, to make a difference and stand out from the many competitors, a good marketing strategy is needed.

The way to start attracting more players as soon as possible, certain practices soon give good results.

Marketing campaigns

Any entrepreneur running an online casino should be aware that it is crucial to make a robust digital marketing investment. A well-built campaign can be one that starts before a significant event with the promotion of new games, no deposit bonuses, or special prizes.

No-deposit bonuses are one of the strategies that work best. New players get the opportunity to try out the site, see its games and operation without spending money, or minimizing the risk of loss until they are sure they like it. This lack of risk makes users willing to try, as they have nothing to lose. It is the best opportunity casinos have to attract subscribers.

Likewise, investing in the promotion of virtual casinos will make online gambling lovers find those welcome bonuses that catch their attention and enter the platform.

Clarity of information on prizes and bets

One of the premises most valued by any player is transparency. As a result, users want to have things clear from the beginning, to know how much they can bet and how much they can win. Therefore, the gaming policy must be clear, and the information must be precise and always in an understandable language.

Online casinos must know that there are different types of players online. Some only play for fun and those carefully strategize with a detailed budget. In any case, all those who make bets expect to get some profit.


SEO is fundamental for any blog writing on the internet. Without SEO, you do not position yourself on Google. Therefore, you do not receive visits, and your business is doomed to failure. SEO is a series of strategies on the web, and outside it to rank higher in Google and appear in the first positions when users make a natural search on the internet.

Keywords are fundamental, and making fair use of them will help the site appear when players search for casinos online. Although the theory is easy, it is not so easy to carry it out. For this reason, if you do not know the matter, you should hire an SEO expert or an agency to get the page well positioned.


Blog writing is also one of the best tools for online casinos that want to attract new players. They help Google classify the pages better and are very useful for websites to move up Google’s rankings. The content is the best asset of a blog. It must be quality, fresh, relevant, and exciting for the reader since it will serve to get him interested and play on the platform that maintains the blog.

Blog writing, likewise, generates credibility in the audience. Articles and game reviews must be engaging, useful, and oriented to the online gaming industry. Of course, they will also use keywords to attract traffic. As in SEO, an expert content creator specialized in blog maintenance is needed to achieve good results.

Affiliate marketing: The star strategy of online casinos

In general, it is a technique to promote online casinos, where people who call themselves affiliates are involved. These are a kind of technology vendors who use their websites to attract audiences to the online casinos they promote.

In most cases, the people who practice affiliate marketing are gamblers. This is because these individuals have a lot of experience in gambling and can write well-founded game reviews.

Therefore, when they publish blog writings and game reviews to share their knowledge and experience with other gamblers, they have credibility, influence, and respect in this gambling world. 

Thanks to their vast experience, the affiliates captivate and attract an audience to their websites. Because they employ SEO tactics with great skill, build appropriate links, and use online forums for their blog writing. This allows them to receive high rankings in different search engines.

How is neuromarketing applied in casino games

close up shot of a roulette

To clarify, in traditional and online gambling, they use neuromarketing strategies to advertise casinos and games.

As we can see in any betting operator, the casino games’ interface is saturated with bright and striking colors. In addition, a wide range of games includes classic games, 3D varieties, futuristic themes, and many options to suit each player’s requirements. It has simple rules to understand and follow for their games and bonuses, offers, and promotions for a limited time.

Neuromarketing is a discipline that applies neuroscience techniques to the sales, marketing, and advertising market. Correspondingly, it is a trend that has been rebounding in recent years, with an increasing number of conferences, talks, and presentations on this subject.

Neuromarketing use in casinos

This specialty studies the emotions, behavior, and stimuli caused by advertising and product experiences. Furthermore, it creates references about the public’s reaction to commercial articles. In this way, they can improve and enrich the management and application of a company’s marketing and sales resources and perfect its product.

In fact, online casinos and traditional ones are establishments where much care is taken with neuromarketing to encourage players to gamble more. The sounds, lights, and colors used in the games stimulate what we would consider irrelevant, such as a specific aroma perceived when entering a casino. All are part of these places’ neuromarketing strategies to gamble.

For example, it has been shown that citrus smells lead to players making more risky decisions and betting more money without caring or even thinking about the consequences.

On the other hand, neuromarketing techniques are most evident in casino games with significant visual stimuli participation, such as slot machines. According to studies, the bright and colored lights, and the sounds with the slots’ characteristic tone induce risky behaviors. As a result, the players make decisions without thinking about the real probabilities of success.

How Katrium can do it all for you

In the first place, we at Katrium know how to use these techniques for casinos and anywhere you want to encourage customers to spend more money. We have the experience and the tools to apply sophisticated marketing methods to your website, online shop, or casino. Get more information at Katrium.