• Home
  • Tools dropdown img
    • Spreadsheet Charts

      • ChartExpo for Google Sheets
      • ChartExpo for Microsoft Excel
    • Power BI Charts

      • Power BI Custom Visuals by ChartExpo
    • Word Cloud

  • Charts dropdown img
    • Chart Category

      • Bar Charts
      • Circle Graphs
      • Column Charts
      • Combo Charts
      • Comparison Charts
      • Line Graphs
      • PPC Charts
      • Sentiment Analysis Charts
      • Survey Charts
    • Chart Type

      • Box and Whisker Plot
      • Clustered Bar Chart
      • Clustered Column Chart
      • Comparison Bar Chart
      • Control Chart
      • CSAT Survey Bar Chart
      • CSAT Survey Chart
      • Dot Plot Chart
      • Double Bar Graph
      • Funnel Chart
      • Gauge Chart
      • Likert Scale Chart
      • Matrix Chart
      • Multi Axis Line Chart
      • Overlapping Bar Chart
      • Pareto Chart
      • Radar Chart
      • Radial Bar Chart
      • Sankey Diagram
      • Scatter Plot Chart
      • Slope Chart
      • Sunburst Chart
      • Tornado Chart
      • Waterfall Chart
      • Word Cloud
    • Google Sheets
      Microsoft Excel
  • Services
  • Pricing
  • Contact us
  • Blog
  • Support dropdown img
      • Gallery
      • Videos
      • Contact us
      • FAQs
      • Resources
    • Please feel free to contact us

      atsupport@chartexpo.com

Categories
All Data Visualizations Data Analytics Surveys
Add-ons/
  • Google Sheets
  • Microsoft Excel
  • Power BI
All Data Visualizations Data Analytics Surveys
Add-ons
  • Google Sheets
  • Microsoft Excel
  • Power BI

We use cookies

This website uses cookies to provide better user experience and user's session management.
By continuing visiting this website you consent the use of these cookies.

Ok

ChartExpo Survey



Home > Blog > Microsoft Excel

How to Analyze Customer Experience Measures in Excel?

It was a typical Monday morning, and the office was abuzz with the usual chatter and coffee-fueled energy.

But for the data analysts, it was a different story. Heads were buried in spreadsheets, eyes squinting at rows upon rows of numbers and figures.

Customer Experience Measures

Suddenly, a shout broke the silence, “Eureka!” It was the lead analyst. She had just discovered a hidden customer experience trend that had eluded them for days.

The team gathered as she explained her findings, using Excel to demonstrate how she had cracked the code. This is the art of data analysis, a skill that separates the amateurs from the experts.

Here, we’ll explore how to utilize Excel to its fullest potential when analyzing customer experience measures. We’ll cover everything from calculating Net Promoter Scores to tracking customer satisfaction trends.

Without much ado, let’s get Excel-lent at measuring customer experiences.

Table of Content:

  1. Top 6 Customer Experience Metrics Used By Experts
  2. Why are Customer Experience Measures Important?
  3. Best Ways to Measure Customer Experience
  4. Key Elements of Customer Experience Strategy
  5. How to Start Measuring Customer Experience: Step-By-Step
  6. How to Determine Customer Experience?
  7. Top 5 Ways to Improve Customer Experience
  8. Measuring Customer Experience: Best Practices
  9. Wrap Up

Top 6 Customer Experience Metrics Used By Experts

For an effective measure of customer experiences, you must go beyond mere sales and revenue figures. Delve into the intricacies of these customer experience metrics or KPIs and up your customer experience game.

  • Customer Satisfaction (CSAT)

CSAT measures the satisfaction level of customers with a specific interaction, transaction, or experience. You measure CSAT through surveys or feedback forms to understand how well your business meets customer expectations.

  • Net Promoter Score (NPS)

NPS gauges the loyalty and likelihood of customers to recommend your business to others. You ask customers to rate their likelihood of recommending you on a scale of 0 to 10. Based on their responses, customers fall into three categories: promoters (score 9-10), passives (score 7-8), and detractors (score 0-6).

  • Customer Effort Score (CES)

CES measures the ease or difficulty customers experience when interacting with your business. It focuses on minimizing customer effort by streamlining processes and eliminating friction points. To measure CES, you use surveys or feedback forms. This involves asking customers to rate the ease of completing a specific task or resolving an issue.

  • Customer Churn Rate

The churn rate is the percentage of customers who discontinue their relationship with you over a specific period. It is a measure of customer attrition or loss. High churn rates indicate customer dissatisfaction, while low churn rates suggest higher customer retention and satisfaction.

  • Customer Lifetime Value (CLV)

CLV measures the total value a customer brings over the entire relationship. It factors in the customer’s purchasing behavior, frequency, and monetary worth. CLV informs decision-making about customer acquisition, retention, and profitability.

Why are Customer Experience Measures Important?

Here are some reasons why paying attention to customer experience measures is crucial.

  • Customer Satisfaction and Loyalty

Customer experience measures help assess the satisfaction level of customers and their overall perception of your business. By utilizing tools like the Customer Journey Mapping, you can gain deeper insights into each touchpoint of the customer experience.

Satisfied customers are more likely to become loyal, repeat customers and advocates for the brand. This leads to increased customer retention and positive word-of-mouth referrals.

  • Competitive Advantage

Customer experience has become a key differentiator in today’s competitive business landscape. Monitoring and improving customer experience measures helps you gain a competitive advantage over rivals. This is by providing exceptional service, personalized experiences, and meeting customer expectations more effectively.

  • Business Growth and Profitability

Satisfied customers are more likely to make repeat purchases and spend more, increasing revenue and profitability. Improving customer experience measures can help you drive customer loyalty, increase lifetime value, and achieve sustainable growth.

  • Customer Insights and Feedback

Customer experience measures provide valuable insights into customer preferences, needs, and pain points. This helps to identify improvement areas, make informed decisions, and tailor offerings to meet customer expectations better.

  • Proactive Issue Resolution

Monitoring customer experience KPIs, such as CSAT, NPS, and CES, helps you identify and address issues proactively. This allows you to take corrective actions, improve processes, and resolve customer problems promptly. Consequently, reduces customer complaints, negative reviews, and the risk of customer churn.

  • Continuous Improvement

Customer experience measures provide KPIs for tracking and evaluating the effectiveness of customer experience initiatives and strategies. They provide a benchmark against which you can measure progress. This enables you to continuously improve customer experience by identifying trends, setting goals, and implementing targeted improvements.

Best Ways to Measure Customer Experience

  1. Surveys: Use tools like CSAT, NPS, and CES surveys to gather direct feedback from customers about their experiences.
  2. Customer Interviews: Conduct in-depth interviews to gain qualitative insights into customer satisfaction and pain points.
  3. Customer Reviews and Ratings: Analyze online reviews and ratings on platforms like Google, Yelp, and social media for feedback.
  4. Behavioral Analytics: Track customer behavior on your website or app, including page views, click-through rates, and purchase patterns.
  5. Social Media Monitoring: Monitor social media platforms for mentions, sentiment, and customer opinions about your brand.
  6. Customer Journey Mapping: Map out the entire customer journey to identify and analyze key touchpoints and experiences.

Key Elements of Customer Experience Strategy

  1. Omnichannel Presence: Ensure seamless interactions across all customer touchpoints.
  2. Employee Engagement: Equip and motivate employees to deliver exceptional service.
  3. Continuous Feedback: Regularly gather and act on customer feedback to improve the experience.
  4. Clear Metrics and KPIs: Define and track key performance indicators (KPIs) to measure the success of the customer experience strategy.
  5. Proactive Problem Solving: Anticipate customer needs and issues before they arise, offering solutions in advance.
  6. Customer-Centric Culture: Foster a company-wide focus on meeting and exceeding customer expectations.
  7. Omnichannel Presence: Provide a consistent and integrated experience across all platforms and touchpoints.

How to Start Measuring Customer Experience: Step-By-Step

Let’s say you own a restaurant and want to know how your customers recognize it. You can gather feedback through a CSAT survey asking the following questions.

  • How likely are you to recommend our restaurant to a friend or colleague?

Below are the response categories associated with the question.

  • Promoters (9 – 10)
  • Passives (7 – 8)
  • Detractors (0 – 6)

To conduct a successful customer experience survey, use Google Forms.

Why Google Forms?

  • It offers unlimited free-form creation, a variety of customizable templates, and logic threading.
  • Google Forms allows you to share forms and collaborate with colleagues. You can also receive notifications and responses directly via email.
  • It is also mobile-friendly; you can access your forms on the go.

Follow these steps to create your CSAT survey in Google Forms;

  • Log in to Google Forms using your Google account.
  • Click the “Blank” button to create a new form.
survey in google forms 1 ce388
  • Select the type of question you want to use, such as multiple-choice, checkbox, or short answer.
  • Type your Questions in the “Untitled Question” section. Write “Option 1” and choose “Add option” for more options.
survey in google forms 2 ce388
  • Click the “Send” button to share the form with the target audience.
survey in google forms 3 ce388
  • When you have collected sufficient responses, click the three vertical dots next to “Link to Sheets.”
survey in google forms 4 ce388
  • Select the option to download the responses as a.csv file.
survey in google forms 5 ce388

How to Determine Customer Experience?

Your survey results will be loaded in Excel, as shown below.

Survey Results Loaded In Excel ce388

Are you tired of guessing if your customers are happy or just pretending to be? Well, put down your crystal ball and pull up a chair. With ChartExpo for Excel, you can analyze customer satisfaction like a pro with CSAT score survey charts.”

You can create interactive CSAT score survey charts that provide clear and actionable information. Consequently, make data-backed decisions to improve your products, services, and overall customer experience.

How to Install ChartExpo in Excel?

  1. Open your Excel application.
  2. Open the worksheet and click the “Insert” menu.
  3. You’ll see the “My Apps” option.
  4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
  5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Organize your customer NPS data in the following format.

Question Rating Responses
How likely are you to recommend our restaurant to a friend or colleague? 0 33
How likely are you to recommend our restaurant to a friend or colleague? 1 40
How likely are you to recommend our restaurant to a friend or colleague? 2 36
How likely are you to recommend our restaurant to a friend or colleague? 3 43
How likely are you to recommend our restaurant to a friend or colleague? 4 39
How likely are you to recommend our restaurant to a friend or colleague? 5 39
How likely are you to recommend our restaurant to a friend or colleague? 6 42
How likely are you to recommend our restaurant to a friend or colleague? 7 74
How likely are you to recommend our restaurant to a friend or colleague? 8 67
How likely are you to recommend our restaurant to a friend or colleague? 9 150
How likely are you to recommend our restaurant to a friend or colleague? 10 260

This table contains example data. Expect many responses and questions in real life.

  • Install ChartExpo in Excel to get started.
  • After installation, click My Apps from the INSERT menu.
insert chartexpo in excel
  • Select ChartExpo, and click the Insert button.
open chartexpo in excel
  • Once it loads, choose the CSAT Score Survey Chart from the chart list.
search csat score chart in excel
  • Select the data from the sheet and click the Create Chart From Selection button.
Create Chart From Selection ce388
  • ChartExpo will generate the visualization below for you.
Final Customer Experience Measures

Insights

  • 50% of customers expressed their willingness to recommend your restaurant.
  • 33% stated that they would not recommend your restaurant.
  • 17% remained neutral; they neither promoted nor criticized your restaurant.
  • Your Net Promoter Score (NPS), subtracting the percentage of detractors from the percentage of promoters, is 17.

Top 5 Ways to Improve Customer Experience

  1. Understand Your Customers: Gather and analyze customer feedback to tailor experiences to their needs.
  2. Personalize Interactions: Customize communication and offerings based on individual customer data.
  3. Enhance Customer Support: Provide quick, effective, and empathetic service across all channels.
  4. Streamline Processes: Simplify the customer journey by eliminating friction points.
  5. Act on Feedback: Regularly collect and analyze customer feedback, and make improvements based on the insights gained.

Measuring Customer Experience: Best Practices

  1. Utilize Multiple Metrics: Combine Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) for a comprehensive view.
  2. Regularly Collect Feedback: Gather customer insights frequently through surveys, reviews, and direct feedback.
  3. Segment Your Audience: Analyze feedback based on different customer segments for more targeted improvements.
  4. Act on Insights: Implement changes based on the data collected to continuously improve customer experience.
  5. Benchmark Performance: Compare your results against industry standards to understand where you stand and identify areas for growth.

FAQs

How is customer experience measured?

CX can be measured through surveys, feedback forms, interviews, focus groups, online reviews, and social media monitoring. You can also analyze KPIs like CSAT, NPS, CES, customer churn rate, CLV, and customer retention rate.

What are the 3 main components of customer experience?

The three main components of customer experience are;

  • Discovery: The initial phase where customers become aware of your product or service.
  • Engagement: The interactions and experiences customers have with your business.
  • Delivery: Fulfilling customer expectations and providing a seamless experience.

What are the benefits of analyzing customer experience measures in Excel?

Analyzing customer experience measures in Excel has several benefits. It allows you to track progress, identify trends and patterns, and make data-driven decisions. Consequently, improve customer satisfaction levels, retain customers, and increase revenue.

Wrap Up

It is imperative to prioritize customer experience measures to understand and enhance customer and business interactions. These measures provide invaluable perspectives on customer contentment, devotion, and overall perception.

Excel equips you with potent tools to manipulate, visualize, and analyze data. This allows you to gain a deeper understanding of customer feedback and trends.

Creating charts, graphs, and pivot tables lets you identify patterns, correlations, and anomalies in customer experience data. Then take proactive actions to drive continuous improvement.

It’s important to note that Excel has limitations when dealing with large datasets or complex analyses. In such cases, you use specialized tools like ChartExpo to make the analysis effortless.

Why ChartExpo?

With ChartExpo, you can easily create appealing, insightful charts and graphs. This makes identifying trends, patterns, and correlations within customer experience data easier. Furthermore, these visual representations enable you to communicate insights more effectively and make data-driven decisions.

All this with just a few clicks.

So what are you waiting for? Select a chart, select your data, and let ChartExpo do the hard work for you.

Net Promoter, NPS, NPS Prism, and many other terms related to NPS are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.

 

How much did you enjoy this article?

ExcelAd2
Start Free Trial!
128391

Related articles

next previous
Microsoft Excel8 min read

Excel Task Tracker Template for Smarter Task Insights

Task tracker template in Excel organizes tasks, tracks deadlines, and boosts efficiency. Learn its benefits, and explore expert tips to simplify task management.

Microsoft Excel10 min read

Invoice Tracker Template in Excel for Better Insights

An invoice tracker Excel template helps track invoices, due dates, and payments. Learn how to use this template for better financial management.

Microsoft Excel12 min read

Key Performance Indicators in Healthcare for Better Insights

Key Performance Indicators in healthcare track patient care and efficiency. Learn about these KPIs, top examples, and how to use them to improve outcomes.

Microsoft Excel10 min read

BMI Calculation Formula in Excel for Better Fitness Insights

The BMI calculation formula in Excel helps track and analyze body mass index. Explore step-by-step instructions and tips to simplify BMI tracking in Excel.

Microsoft Excel29 min read

How to Create a Tornado Chart in Excel? A Complete Guide

Click to learn how to plot a Tornado Chart in Excel using easy-to-follow steps. Also, we’ll address the following question: what is a Tornado Diagram?

ChartExpo logo

Turn Data into Visual
Stories

CHARTEXPO

  • Home
  • Gallery
  • Videos
  • Services
  • Pricing
  • Contact us
  • FAQs
  • Privacy policy
  • Terms of Service
  • Sitemap

TOOLS

  • ChartExpo for Google Sheets
  • ChartExpo for Microsoft Excel
  • Power BI Custom Visuals by ChartExpo
  • Word Cloud

CATEGORIES

  • Bar Charts
  • Circle Graphs
  • Column Charts
  • Combo Charts
  • Comparison Charts
  • Line Graphs
  • PPC Charts
  • Sentiment Analysis Charts
  • Survey Charts

TOP CHARTS

  • Sankey Diagram
  • Likert Scale Chart
  • Comparison Bar Chart
  • Pareto Chart
  • Funnel Chart
  • Gauge Chart
  • Radar Chart
  • Radial Bar Chart
  • Sunburst Chart
  • see more
  • Scatter Plot Chart
  • CSAT Survey Bar Chart
  • CSAT Survey Chart
  • Dot Plot Chart
  • Double Bar Graph
  • Matrix Chart
  • Multi Axis Line Chart
  • Overlapping Bar Chart
  • Control Chart
  • Slope Chart
  • Clustered Bar Chart
  • Clustered Column Chart
  • Box and Whisker Plot
  • Tornado Chart
  • Waterfall Chart
  • Word Cloud
  • see less

RESOURCES

  • Blog
  • Resources
  • YouTube
SIGN UP FOR UPDATES

We wouldn't dream of spamming you or selling your info.

© 2025 ChartExpo, all rights reserved.