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www.ClearActionCX.com
Customer Experience Metrics
KPIs: Leading & Lagging Indicators
© Copyright ClearAction LLC. All rights reserved.
Which Key Performance Indicators to Monitor?
 MPH
 $/Gal
 MPG
Objective: Minimize Costs
Symptoms or Root Causes?
Most Objectives Are Like Onions
Many Layers Inside
Inner Layers = Roots
for New Growth!
Most Visible Layer
of Limited Use
© Copyright ClearAction LLC. All rights reserved.
Example: 'Peeling The Onion'
Order
Accuracy
Wrong
Item Code
Missing
Item Code
Delegated
Coding
Ordered
Wrong Part
Outdated
Supply List
Allowed by
Procedures
Lack of
Training
Frequency:
Supply List
Distribution
Market Results:
Customer's
Measures
Quality Results:
Manager's
Measures
Process Drivers:
Team's
Measures
Root Causes:
Leading
Measures
1) Why?
2) Why?
3) Why?Root Out Problem
© Copyright ClearAction LLC. All rights reserved.
Root Causes of Symptoms
Symptom:
MPG
Machines Management Environment
Methods ManpowerMaterials
Acceleration
Deceleration
Spark Plugs
Oil Change
Tire Pressure
MPH
Distractions
Fuel Boost
Hybrid
Root Causes Are Leading Indicators
© Copyright ClearAction LLC. All rights reserved.
© 2008 ClearAction. All rights reserved.
Your Work
Process
Internal step(s)
with EARLY
signals
Outputs of Your
Work Process
A step on the
customer journey
or business result
Inputs to Your
Work Process
Info, materials,
skills, culture
(source can be
internal or
external)
CHECKPOINT
CHECKPOINT
#1a ATTENTION ON
CRITICAL
CONTROL
POINT
LEADING
INDICATOR
#2 ATTENTION ON
RESULTS
LAGGING
INDICATOR
#1b ATTENTION ON
INCOMING
CHECKPOINT
LEADING
INDICATOR
SIPOC = Suppliers  Inputs  Process
 Outputs  Customer
ClearActionCX.com
See the whole presentation in ClearAction Insiders!
© Copyright ClearAction LLC. All rights reserved.
ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.
ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
© Copyright ClearAction LLC. All rights reserved.
Partial List
Send us a note:
OptimizeCX@ClearActionCX.com
OptimizeCX@ClearActionCX.com
tel +1 408 687 9700
Lynn Hunsaker
ClearAction
company/clearaction-llc
+ClearActionCXO
CustomerExperienceOptimization

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Customer Experience Metrics

  • 2. © Copyright ClearAction LLC. All rights reserved. Which Key Performance Indicators to Monitor?  MPH  $/Gal  MPG Objective: Minimize Costs Symptoms or Root Causes?
  • 3. Most Objectives Are Like Onions Many Layers Inside Inner Layers = Roots for New Growth! Most Visible Layer of Limited Use © Copyright ClearAction LLC. All rights reserved.
  • 4. Example: 'Peeling The Onion' Order Accuracy Wrong Item Code Missing Item Code Delegated Coding Ordered Wrong Part Outdated Supply List Allowed by Procedures Lack of Training Frequency: Supply List Distribution Market Results: Customer's Measures Quality Results: Manager's Measures Process Drivers: Team's Measures Root Causes: Leading Measures 1) Why? 2) Why? 3) Why?Root Out Problem © Copyright ClearAction LLC. All rights reserved.
  • 5. Root Causes of Symptoms Symptom: MPG Machines Management Environment Methods ManpowerMaterials Acceleration Deceleration Spark Plugs Oil Change Tire Pressure MPH Distractions Fuel Boost Hybrid Root Causes Are Leading Indicators © Copyright ClearAction LLC. All rights reserved.
  • 6. © 2008 ClearAction. All rights reserved. Your Work Process Internal step(s) with EARLY signals Outputs of Your Work Process A step on the customer journey or business result Inputs to Your Work Process Info, materials, skills, culture (source can be internal or external) CHECKPOINT CHECKPOINT #1a ATTENTION ON CRITICAL CONTROL POINT LEADING INDICATOR #2 ATTENTION ON RESULTS LAGGING INDICATOR #1b ATTENTION ON INCOMING CHECKPOINT LEADING INDICATOR SIPOC = Suppliers  Inputs  Process  Outputs  Customer
  • 7. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  • 8. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  • 9. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  • 10. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization