We are reminded here of two very important notions which are 1) You have two clienteles: your customers AND your employees and 2) In order to measure Customer Experience efficiently, you must measure what you do for both of those “clienteles” (processes) AND what they are perceiving of what you are doing for them (perception)!

Source: http://www.ijgolding.com/2016/05/23/customer-experience-measurement-vitally-important-badly-done/