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.

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. What is Customer Experience?
2. What are the Six Measures of Customer Experience?
3. Why are Customer Experience Measures Important?
4. Best Software to Conduct Customer Experience Survey
5. How to Analyze Customer Satisfaction Using CSAT Score Survey Chart?
6. Wrap Up

What is Customer Experience?

Customer experience (CX) refers to customers’ overall perception and interaction with a business throughout their buying journey. It includes every touchpoint from initial contact to post-purchase interactions. A good customer experience meets or exceeds the customer’s expectations, creating a positive impression and building loyalty.

What are the Six Measures of Customer Experience?

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 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.

• Customer Retention Rate

Customer retention rate measures the percentage of customers your business retains over a period. It is a reflection of customer loyalty and satisfaction. High customer retention rates indicate successful customer experiences and strong relationships. On the other hand, low retention rates suggest issues that need attention.

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. 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 Software to Conduct Customer Experience Survey

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.

• 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.

• Click the “Send” button to share the form with the target audience.

• When you have collected sufficient responses, click the three vertical dots next to “Link to Sheets.”

• Select the option to download the responses as a.csv file.

How to Analyze Customer Satisfaction Using CSAT Score Survey Chart?

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

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.

Benefits of Using ChartExpo

• ChartExpo allows you to create insightful visualizations even without advanced technical skills. You can customize various design elements in your charts and graphs, from fonts to colors.
• Bored with unexciting spreadsheets? With ChartExpo, you can turn bland data into visually stimulating representations without requiring any coding expertise.
• ChartExpo is an affordable data visualization tool offering a free 7-day trial and a $10 monthly subscription.

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.

• Select ChartExpo, and click the Insert button.

• Once it loads, choose the CSAT Score Survey Chart from the chart list.

• Select the data from the sheet and click the Create Chart From Selection button.

• ChartExpo will generate the visualization below for you.

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.

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.