Customer Experience Tracker

Today’s marketplace customers have high expectations and little patience. One poor experience can easily drive them away.

So how do you ensure you’re delivering a customer experience that meets or exceeds expectations? There are two main approaches—and they work best together: 1. Simply ask your customers directly. 2. Track key metrics along the customer journey.

This template helps you monitor several critical metrics to assess the quality of your customers’ marketplace experiences, including:

• Bounce rate
• Conversion rate
• Customer resolution time
• Customer retention rate

Note: Fill out the “input” section to track these metrics over time. 

Ps. Want more guidance on how to launch a marketplace and use this worksheet? Check out Marketplace Bootcamp