Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 11 March 2026

BPG26: Customer Metrics

At first glance, customer metrics appear to be used far less frequently than planning metrics. However, this needs to be treated with caution. It highlights a broader issue with any form of survey-based benchmarking. The answers we get are shaped by who responds. In this case, the majority of respondents work in planning roles and are therefore more familiar with planning measures. This does not necessarily mean customer metrics are not being used. In some organisations, they may be measured but not shared widely across the operation.