7 Ways Your Metrics Are Wrecking Customer Experience
Stop measuring what’s easy and start measuring what matters. This guide shows you where your KPIs are working against you—and what to track instead
Your dashboard says “success.” Your customers say “I’m not feeling it.”
If you’re still chasing speed and containment, you might be killing loyalty without knowing it. This guide from Language IO breaks down seven places your metrics are misaligned with reality—and how to fix them without gutting your strategy.
What you'll learn:
- Why “fast” support often feels rushed, not helpful
- The subtle ways empathy gets punished in QA
- How to stop losing context across chat, phone and email
- 3 smarter metrics that actually improve loyalty
