We’re not just another faceless tech company; we’re hands-on CX experts, here to help you succeed.
Compare how you perform against 80 different brands and pinpoint strategies to deliver unforgettable customer experiences.
Find out how we turn benchmarks into breakthroughs.
CX isn’t just one dimensional - customers think about their experiences in the context of their entire world, not just in terms of isolated interactions, products or sectors. Our CX Index reveals how leading brands are shaping and shifting customer expectations and gives you the valuable insights you need to stay ahead of the pack. Because in this case, it isn’t just the taking part that counts!
Always Focused on What Matters
We help you measure what matters
As well as measuring all the standard CX metrics like NPS, Ease and Satisfaction, we have built a proven framework to track the five key areas that underpin exceptional customer experiences. These CX Principles are grounded in robust research and insights from listening to over 500,000 consumer voices and ladder up into a unique CX Delight Score, allowing you to compare brands on a like-for-like basis.
Personalisation - Building the service and experience around customer preferences
Ease - Delivering a frictionless service across the four dimensions of effort: cognitive, physical, time and emotion
Integrity - Building and demonstrating trust, being reliable, managing expectations and acting in the best interests of the customer
Empathy - Applying emotional intelligence, seeing and feeling the experience through the eyes of the customer and understanding their hopes, priorities and concerns
Resolution - Handling questions and issues with ownership, authority, and in a reasonable timeframe
We help you act on what matters
Infinite budgets and endless resources? If only. That’s why we help you zero in on what will really shift the dial so you can make smart decisions that deliver real impact.
Our data-driven analytics and modelling reveal which CX Principles deserve your focus and pinpoint clear, actionable steps so you can move forward with confidence.
We help you multiply what matters
Did you know that on acquiring a new customer can cost 5 to 7 times more than retaining an existing one? We help you to save precious time and money by increasing customer satisfaction, loyalty and retention rates.
Plenty of Benchmarks, but Only One CX Index
We lead the way when it comes to benchmarking. Being CX experts ourselves, we know what clients need and how to deliver benchmarks that drive smarter, faster decisions.
Our CX Index is…
Simple
We bring the data to life in a visually engaging and easy-to-understand dashboard. Log in to find out where you sit in the CX leaderboard vs your competition and other best-in-class brands, and use our straightforward, actionable steps to help you decide what to focus on next.
Relevant
AI is changing the world of CX at an unprecedented rate. The future is already here, and customer expectations are changing rapidly. We’re at the forefront of the revolution, constantly evolving to capture what will matter to consumers tomorrow.
Robust
To get a reliable reading, we speak to 4,500 consumers twice yearly, validating that they’ve interacted with one of our chosen brands. Our team of in-house data scientists crunch the numbers, ensuring minimum base sizes for statistically robust analysis.
Affordable
Through combining smart, scalable data collection with our own in-house tech platform, we’re able to deliver our CX Index at a fair price, so you get real value without the expensive bill.
Who We’ve Already Helped…
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