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.

1 / 5

Personalisation

Building the service and experience around customer preferences.

2 / 5

Ease

Delivering a frictionless service across the four dimensions of effort: cognitive, physical, time and emotion.

3 / 5

Integrity

Building and demonstrating trust, being reliable, managing expectations and acting in the best interests of the customer.

4 / 5

Empathy

Applying emotional intelligence, seeing and feeling the experience through the eyes of the customer and understanding their hopes, priorities and concerns.

5 / 5

Resolution

Handling questions and issues with ownership, authority, and in a reasonable timeframe.