CX Strategic Knowledge · CX Methods
KPIs That Are OK Even If They're Not Customer-Centric
Hard-to-game operational metrics are fine — as long as they never replace or override CX metrics.
Some lagging, business-facing metrics are acceptable precisely because they are hard to game: cost per acquisition, support cost, operational efficiency. The condition is strict — they must never replace customer experience metrics, and never justify decisions that harm the service experience.
Not every metric needs to be customer-centric. Cost per acquisition, support cost, and operational efficiency are legitimate business measures, and their saving grace is that they are hard to game. They tell you what things cost, honestly.
The boundary matters more than the metric. Operational numbers should sit alongside CX metrics, never in place of them — and cutting support cost is never a valid reason to degrade the customer's service experience.
Apply this
Reading about kpis that are ok even if they're not customer-centric is one thing. Seeing where it applies in your journey is the useful part.