Measuring customer experience always starts with listening to your customers.

Actively asking for feedback one way of doing just that.

It’s the absolute best and the most efficient way to get an understanding of what your customers are thinking about you.

Here is a great framework for how to measure customer experience:
Understand key touchpoints
Establish a baseline
Build a survey program
Choose cadence
Choose your metric(s)
Analyze your results
Act on the results

ISON Xperiences, a leading call center and BPO company that offer customer experience services which help to create continuity across customer journey with real-time, contextual insights over any channel.