Most customer experience teams report what already happened instead of monitoring customer health
Churn, Net Promoter Score and satisfaction scores reveal a problem weeks or months after it starts.
What's happening
According to CMSWire, most customer experience teams don't regularly monitor customer health; churn, Net Promoter Score and satisfaction scores mostly report what has already happened. The article recommends tracking four indicators weekly: usage trend, repeat contacts, stakeholder change and payment friction.
Whose desk it lands on
The executive responsible for customer success. When a customer's usage drops or a payment is late, who notices first?
Our view
The CX Brief's interpretation, not a claim made by the source.
The early signals sit in product analytics, the help desk and billing, in the hands of separate teams. Because no one sees them together, the first alarm comes from churn or a satisfaction score.
To see where to start in your own team, read our guide to building a customer health score.
