The Customer Experience Indicator (iCXP) is a highly cost effective means of
rapidly gathering detailed customer insight. It has been proven to measure the
core criteria of optimum customer experience delivery; effectively determine
loyalty and advocacy levels; and links to the
Customer Experience Index (iCXP)
to facilitate performance benchmarking amongst companies from many different
sectors and geographies.
The Indicator primarily uses survey methodology, the survey itself being
designed to be intuitive and quick to complete so as to optimise response rates.
The data is analysed in accordance with the
iCXP Methodology
in order to ascertain the following:
- The extent to which your company is meeting/exceeding its customers’
expectations around product, service delivery, process, location, etc.
- The kind of emotions your company is evoking during different interactions with
its customers
- How aligned your company’s efforts and investments are with what is actually
important to its customers
- The level of customer loyalty and advocacy inherent within your company’s
customer base
The Indicator is offered as a fully outsourced
service; we manage the entire process for you from survey planning and execution
through to data analysis and reporting; leaving you free to focus on other
business priorities.
The survey is primarily web based but can be adapted to paper and telephone.
Question verbiage, contextual help, and branding is fully customisable so as to
reflect your company’s own image and requirements. The complete process, from
initial customer contact to the report landing on your desk, is completed in 4
weeks; meaning that the data you obtain is current and represents the real-time
views of your customers.
If you are serious about polling the views of your customers you can actually
save money with the Customer Experience Indicator. We provide you with the
ability to execute ad-hoc and frequent surveys at a fraction of what it would
cost you to conduct this kind of exercise in-house, and there is no limit to the
number of customers you target.
Contact us
now to find out more about the Customer Experience Indicator, who is using it,
why, and how it can help you. |