Think Simple. Not Simplistic.
Empathy Score, Proactivity Score, Brand Score…your industry and objectives guide which customer experience scores we use. But one score 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 over time. 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
- Filter by multiple inputs to identify root-causes.
- See your gaps by persona and situation and know how to improve.
- Track performance over time and optimize the customer experience efficiently.
Other Metrics We Use
- Customer Effort Score
- Persuasion Score
- Competitive Edge Score
- Efficiency Score
- Information Score
- Department Scores
- And Net Promoter Score when it makes sense for you!
Customer Experience Awards
We use 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 team trophy and 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 programs using 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. Learn more!