Activate business change.
To understand how your business is performing and where the most valuable improvement opportunities lay it’s crucial that you are measuring what matters to your customers.
Experience measurement.
When it comes to Voice of the Customer programmes, one of the key questions is always which metric is most important.
What to measure?
Should it be Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) or a Customer Satisfaction Index (CSI)? Something else?
No one size fits all.
Our response is always the same. It depends on the objectives the business is working towards and the experiences that are being measured. There is no one size fits all approach. It’s also not an either/or scenario. Multiple measures can be incorporated to fulfil different requirements.
Drive impact.
Whichever key metrics are used, it’s vital to know what drives them so you can respond and improve experiences. We use additional service measures and open text questions to diagnose what matters most to your customers and therefore where to focus efforts to make the biggest impact.
CX Principles.
Our CX Principles are the key elements that brands need to deliver upon to provide customers with outstanding experiences.
Building blocks.
We have built our CX Principles on insight from listening to customers across a range of brands and interactions.
Framework.
Using this knowledge and focused expertise, we have developed a framework to help businesses understand their customer needs and harness this insight to evolve their offering.
Principles.
Through extensive modelling we have identified the 5 key elements that make up outstanding experience. The emphasis on these 5 CX Principles varies by sector and type of interaction but provides the foundation for assessing customer experience performance.
Customer experience measures.
