Empathy Score, Customer Effort Score, Brand Score…your industry and objectives guide which metrics we use. However, in our Dashboards you’ll often see QCI™ Score. QCI™ stands for Quality of Customer Interaction.
Like Net Promoter, QCI™ Score is simple: it gives you a single metric. However, unlike Net Promoter, QCI™ Score recognizes the complexity of customer experience by weighting multiple elements depending on what matters most for each customer and their situation.
Voice of Customer by Interaction Metrics provides unparalleled insight into your customers’ expectations versus their actual perceptions.
With our Voice of Customer programs, in addition to metrics, you’ll have insights with concrete ways to improve the customer experience.
You’ll be able to prove to stakeholders that you’re actively increasing customer satisfaction while boosting sales and retention.