The Experience Edge Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience
Mar 18, 2026
They unpack how neat CX metrics can hide a fractured customer journey and create misleading “local truths.” They contrast measuring outcomes with measuring system integrity and show how repeated handoffs and hidden friction accumulate. They warn that optimizing tidy dashboards and automating with AI can amplify these blind spots. They argue for defining where signals live and measuring system health, not just satisfaction.
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Insurance Team With Fake-Positive NPS
- Jochem described an insurance CEX team with eight years of rising transactional NPS while brokers suffered a broken dashboard.
- Executives never logged into the broker dashboard, so board-reported metrics missed real broker pain and fragmentation.
Transactional NPS Hides Structural Friction
- Transactional NPS captures momentary reactions but misses accumulating structural friction across the end-to-end journey.
- Repeated handoffs, redundant data entry and decade-old dashboards create invisible friction that TNPS won't surface until a crisis.
Measurability Bias Causes Hidden Decay
- Organizations optimize what fits neatly into dashboards (turn rate, cost to serve, TNPS), creating measurability bias.
- This drives short-term improvements while invisible, unmeasured friction compounds until it triggers abrupt churn or reputation issues.