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.