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Lenny's Podcast: Product | Growth | Career cover image

Unpacking Amazon’s unique ways of working | Bill Carr (author of Working Backwards)

Lenny's Podcast: Product | Growth | Career

NOTE

Understanding Input Metrics in Customer Experience Measurement

A good input metric in customer experience measurement involves mapping the end-to-end customer journey and measuring the speed, quality, and ease at various touchpoints. Input metrics focus on measuring aspects that impact the customer experience and can be refined through a continuous process of defining, measuring, analyzing, improving, and controlling. The key characteristics of input metrics include the ability to control them, their impact on customer experience, and the necessity to try multiple measurement approaches for accuracy and effectiveness.

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