As customer value is relative, an understanding of the wider market’s
performance in the area of customer experience, loyalty, and advocacy is
imperative.
The Customer Experience Index (iCXP) not only provides a superb facility for you
to benchmark your performance against other companies in your sector or in the
wider market place; it also represents a phenomenal marketing opportunity to
promote your company – when you are top of a league table you want to shout
about it!!!
Two elements make up the Index, namely:
- The Customer Experience Rating (iCXP Rating)
- This is a score out of 100; it is displayed alongside the company to which it
corresponds, as well as the sector and the geographic territory in which the
company operates. A simple traffic light system alerts management to what is and
what is not acceptable according to average performance across the Index in that
period.
- The Customer State Analysis (CSA) - This
analysis assumes there are a total of five states that relate to a customer’s
attitude towards a company i.e. Disengaged, Indifferent, Engaged, Captivated,
and Advocate. Each survey response has an overall score, and based on this score
it forms part of one of these five categories. Using this analysis, companies
are able to see what percentage of their customers are in which category, and as
such work towards transforming disengaged to engaged, captivated to advocate
etc. Again, sector and wider marketplace performance is provided for
benchmarking purposes.
The Index is not in the public domain, it is only
accessible to iCustomerExperience clients.
Given the complex nature of B2B relationships a level of anonymity is maintained
within the iCXP Index such that companies are prevented from identifying other
participating companies by name.
Contact us
now to join the many organisations already benefiting from the rich,
competitive data the Index provides. |