Although the customer experience indices presented here are relevant (NPS, CES, etc.), it would be wrong to claim that they sufficiently represent the complete measure of customer experience. Indeed, as supported by Lanla, customer experience is the result of measuring simultaneously what is done for the client and how the client perceives what is done for him. The indices suggested here do not take into account several important elements that have to be measured in customer experience.

Source: http://www.nanorep.com/how-to-measure-customer-experience