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CX Metrics Playbook
The practical reference for 28 customer experience metrics - definitions, formulas, when to use each, and how they connect to the Triple Crown.
What you get
- 28 CX metrics with clear definitions and formulas.
- Guidance on when each metric adds commercial value.
- Connections to revenue, cost, and service outcomes.
- Used by ACX and CPP certified practitioners worldwide.
What's inside
Perception, effort, loyalty, operational, product, voice-of-customer, and revenue-impact metric families. Each metric explained in plain English with a worked example.
The Playbook complements the CEMMethod by providing the measurement layer that links customer outcomes to commercial performance.
FAQs
Is this gated?
The full Playbook is free to access on the site. Downloadable summaries may request your email for updates.
Can we use it internally?
Yes, individual and small-team use is encouraged. For enterprise licensing, contact BP Group.