The three KPIs that most directly quantify customer experience are Business Transactions 94th Percentile Response Time, End User Response Time, and Business Transactions Errors per Minute.
The 94th percentile response time indicates how long the majority of Business Transaction executions take while reducing the masking effect of averages. It reveals whether a meaningful portion of customers is experiencing slow checkout, search, cart, or order-processing operations.
End User Response Time measures the customer-observed time required for a browser or mobile interaction to complete. It includes client-side processing, network latency, content loading, and server response, making it the most direct representation of perceived application performance.
Business Transactions Errors per Minute quantifies failed application operations. A rising error rate can represent unsuccessful logins, payment failures, rejected orders, or other outcomes that directly impair the customer journey.
Network incoming errors, Machine Agent availability, and CPU utilization are valuable infrastructure indicators, but they measure supporting-system health rather than customer experience itself.
Relevant CAAPA Study Guide topics include End User Monitoring, Business Transaction Performance, Percentile Response Time, Error Monitoring, Customer Experience KPIs, and Application Performance Correlation.
