What is a metric?

The Metrics feature allows you to add quantitative data to your customer journeys. This helps to put qualitative insights into context so you can more easily understand and act on information in order to improve the customer experience. 

Metrics allow you to visualize data directly in your customer journeys. Data can be added manually or brought in through Qualtrics.

All Metrics are stored in your Metrics Library. This creates one reliable source for all of your customer experience data. TheyDo also allows you to link Metrics to your Journeys and within specific Journey steps.

Common metrics to add include: 

1. Attitudinal CX Metrics: These measure what customers say (such as in surveys). Examples include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

2. Behavioral CX Metrics: These show what people do. Examples include Conversion Rate, Time on Task, and Recurring Use.

3. Other Metrics: Add metrics related to business, sales, marketing, finance, and more. These could be anything from CO2 emissions, Revenue, Help desk calls, Cost to Serve (CtS), and Customer Lifetime Value (CLV), depending on what your business tracks.

The Metrics card

When creating a new Metric or editing an existing one, it will open up in the side panel where you can view or edit the properties.

Here’s a breakdown of each property within the Metric card and what it does. 

• Title: make the title descriptive so your colleagues can understand what it is and easily find it

• Source: select Import CSV/manual or the external data source from which it will sync.

• Type: choose one of the types in TheyDo (CES, CSAT, NPS, or Other) or specify your own by editing them in your Workspace’s Taxonomy

• Owner: identify who owns the Metric

• Detail tab: switch between the tabs to see how these Metrics are linked to other Journeys.

• Description: provide an explanation of your data.

• Data points: Add data points below to start visualizing the Metric or import data with a CSV file. We recommend formatting your data within the provided ‘Example template’ for best results.

Metric summaries

When you link a Metric to a Journey, it appears in a card summarizing customer experience data. The card displays the latest complete information or the last available data if the current period is ongoing. You can view metrics as line or pie charts, with the displayed number dependent on the metric type and your desired insights, providing a quick overview of the data and performance status.