Think Simple. Not Simplistic.
Empathy Score, Proactivity Score, Brand Compliance Score…your industry and objectives guide which customer satisfaction metrics we use. But one metric you’ll often see in our Findings Reports and dashboards is QCI™ (Quality of Customer Interaction) Score.
Like Net Promoter Score, QCI™ Score is simple in that it gives you a single metric to track. But unlike Net Promoter Score, QCI™ Score accounts for multiple elements of the customer experience—weighted by what matters most for each customer and their situation.
How QCI™ Score Benefits You
- Confidence: It’s the most realistic and accurate summary of the customer experience.
- Knowledge: See your score by customers’ situations and know what to improve and for whom
- Ease: Track performance over time and optimize the customer experience efficiently.
Other Customer Satisfaction Metrics We Use
- Customer Effort Score
- Brand Compliance Score
- Persuasion Score
- Competitive Edge Score
- Efficiency Score
- Information Score
- Department Scores
- Net Promoter Score and much more!
Customer Experience Awards
We use either a statistical analysis of your customer interactions or customer satisfaction survey data to determine your score. Often, 91 is the point of diminishing returns, making it the goal. But even achieving an overall score of 85 is superior and awards you with a badge for your website and marketing materials.
Superior Tier: Recognizes an overall customer experience score that’s between 85 and 91.
Exceptional Tier: Recognizes an overall customer experience score that’s 91 or greater.
Dashboards Track Your Success
We monitor most customer satisfaction metrics using Microsoft Power Bi Dashboards. One of the main advantages of our dashboards is that you’re able to filter the data on the fly, giving you immediate insight into how your teams are performing.
Read more about the power of using the right metrics here!