Advanced Customer Listening

Think simple, not simplistic.

Empathy Score, Proactivity Score, Brand Score…your industry and objectives guide which metrics we use. However, in our Reports and Dashboards you’ll often see QCI™ Score. QCI™ stands for Quality of Customer Interaction.

Like Net Promoter, QCI™ is simple in that it gives you one metric to track over time. But unlike Net Promoter, QCI™ accounts for multiple elements of the customer experience—weighted by what matters most to each customer and their situation. We segment QCI™ by persona, factor, and element so you can see your gaps and know specifically how to improve.

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