Think simple. Not simplistic.
QCI™ (Quality of Customer Interaction) In Brief:
QCI™ is a way of thinking about interactions that acknowledges that customers have complex, shifting needs AND while customers are highly affected by their experiences, they don’t think about you that much,
Because customer experiences are complex and yet work largely on a subconscious level, we don’t rely exclusively on surveys and instead match methods to objectives. It’s also why we take a hard look at your particular interactions and customize questions to those interactions; and it’s why we use logic gating and a host of other advanced techniques to get to the heart of the customer experience.
Sometimes we also use QCI™ to refer to one of our aggregate scores. Like Net Promoter Score, it gives you a single summary metric. Unlike NPS , it’s the only score in the industry that tracks every aspect of the lived customer experience, weighted by what matters most to each customer and their situation. In most cases, a score of 91 is the point of diminishing returns.
What QCI™ Score Can Add to Your CX Program:
While QCI™ is one number, it’s based on multiple inputs to account for the fact that experiences are:
- Different for each customer
- Varied by touchpoint
- Mostly subconscious
QCI™ was developed to counteract the usual ways of measuring and thinking about the customer experience which tend to be simplistic and not adequately actionable.
Bottom line, the point of measurement is to improve. So, if you’re measuring the wrong things or measuring in the wrong ways, you won’t see your gaps and opportunities. Scores like Net Promoter Score or the American Customer Satisfaction Index can be great benchmarks, but they don’t tell you how you can drive more value into the customer experience. We collect enough detailed information within our QCI™ Model to show you the specifics of what and where to improve.
QCI™ is Just One of our Metrics, We Also Use:
- Interaction Brand Score
- Empathy/Connection Score
- Customer Effort Score
- Competitive Edge Score
- Proactive Solutions Score
- Persuasion Score
- And Other Scores Customized to Your Objectives