Free CX ROI Calculator - Get insights on Customer Experience ROI

What is CX?

Customer Experience (CX) refers to the overall perception a customer has of a brand or business based on all interactions across the customer journey, from browsing a website, using a product, to receiving support. It encompasses every touchpoint, whether digital or physical, direct or indirect. Check out our article on what is cx? to learn more.

How to calculate CX ROI: Step-by-Step Guide

1. Enter Number of Customers: Input the total number of active customers your business currently serves.
2. Add Average Revenue per Customer: This is the average amount of money one customer spends with you during their lifetime.
3. Fill in Retention Rates before CX Improvements: Your customer retention rate before investing in CX.
4. Retention after CX Improvements: Your new or target retention rate after CX enhancements.
5. Input CX Investment Cost: Include all costs associated with improving CX (e.g., software, support training, tools).

See Instant Results

• Estimated Added Revenue based on improved retention: Based on improved retention.
• CX ROI (%): Showing how much return you're generating for every dollar spent on CX.

By identifying how your CX expenses are working you can justify your CX investments with data. Understand the financial impact of customer loyalty and make informed decisions on future CX strategies.

Interpreting Your CX ROI

It is pretty straightforward to interpret this score. But here are some actions that you can take based on your ROI calculator results.

🔴 Negative ROI: When your CX ROI is negative, it's obvious that something in your current CX management isn’t working. This could be due to:

1. Misalignment of CX tools: Perhaps your tools aren't integrated at the right touchpoints in the customer journey, leading to inefficiencies.
2. Overpriced CX management solutions: If you're using overly expensive software, the return on investment may not justify the high costs.

Solution: Consider exploring more streamlined and cost-effective CX tools, like Formbricks CX, which can help you gather insights at key touchpoints without breaking the bank.

⚠️ 0% CX ROI: Breaking Even
Now you are not making money but you are not losing money either from your CX management. In the longer run, this can be a good indicator since it takes time for your CX management to convert into proper monetary traction. You can check out our article on getting user feedback the right way to accelerate this process.

🟢 Positive CX ROI: Your CX Strategy is Paying Off!
It looks like all the decisions you have made about CX management so far are working! But it is important to maintain the same for a longer term.

Conclusion

Customer Experience Management is a long-term game. ROI being negative right now doesn’t mean you are doing something wrong. But it can be a good indicator for you to navigate your investments in the right direction. Check out our article if you want to learn more about What is CX?. If you haven’t started with any sort of CX yet, our Survey templates library can be a good starting point.

Frequently Asked Questions about CX