Key KPIs to evaluate customer experience

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KPIs help us obtain information through different channels about customer satisfaction in relation to our brand.

We are going to explain to you what the most important KPIs are.

Customer churn rate
When we talk about churn rate, we are referring to the total number or percentage of customers who have decided to cancel their subscription to our service during a given period of time.

In order to calculate this rate, we must define a certain period of time and divide it by the number of clients who have not made any transaction or have unsubscribed, among the rest of the clients.

It is important to monitor these unsubscribes, because if the south korea consumer email list number of customers who stop subscribing is high, we should define a new strategy to increase these subscriptions with the aim of maintaining them and not losing them over time, because it is much more difficult to keep existing customers than to get new ones.

In addition to drawing up a plan to find out why these losses occurred.

One of the key factors in customer churn rate is how easy or difficult it is for our customers to complete a purchase, return an item, or perform any action within our ecommerce.