Which metrics are typically used to measure CX outcomes in TELUS transformations?

• A. Employee engagement scores only.
• B. Operational uptime and latency.
• C. NPS, CSAT, CES, Customer Effort Score, and first-contact resolution.
• D. Revenue growth and market share only.

Answer: (C)

Measuring CX outcomes focuses on how customers perceive and experience the service across touchpoints. In TELUS transformations, the most informative set of metrics is a combination that covers loyalty, satisfaction, effort, and resolution quality. Net Promoter Score captures willingness to recommend, reflecting loyalty and advocacy. Customer Satisfaction provides a direct gauge of how happy customers are with a specific interaction or the overall experience. Customer Effort Score measures how easy or difficult the customer found the process, highlighting friction points that drive dissatisfaction. First-contact resolution indicates how effectively issues are solved on the first attempt, signaling efficiency and problem-solving quality. Taken together, these metrics give a holistic view of the customer experience: sentiment, ease of interaction, and the effectiveness of problem resolution across channels.

Internal-focused metrics like employee engagement scores don’t measure customer outcomes, and operational uptime and latency are about system performance rather than the customer-perceived experience. Revenue growth and market share are broad business results that can be influenced by CX but don’t directly quantify CX interactions themselves. So the combination of NPS, CSAT, CES, and first-contact resolution best captures the CX outcomes TELUS transformations aim to improve.