CX Measurement
In a world focussing on

CX Measurement

,
We help you use data to drive good decisions and behaviours.
How do we do it?

Closed Loop Feedback

People & Culture Change

Occurs when organisations use processes to get customer insight to people that can take action on it in as close to real-time as possible.  

Why does it matter in the real world?

Customers give you feedback expecting action. Closed loop feedback is the shortest route to customer delight.

Digital Analytics

People & Culture Change

The analysis and interpretation of the the behaviours of customers in digital applications. Valuable to gain an understanding how HOW people use the application. What do they like? What do they dislike? Where do they get lost?

Why does it matter in the real world?

Provides an effective way to quantify key events customers may encounter along their journey and any pain-points they are experiencing.  

Net Promoter Score (NPS)

People & Culture Change

A measure to indicated how strongly a customer would advocate your brand to friends or family. Companies with high NPS scores have better customer experiences.

Why does it matter in the real world?

Quantifies what your customer's are feeling. The best way to look at your holistic advocacy of your brand.

Journey Analytics

People & Culture Change

Journey analytics shows how customers transition from one touchpoint to another during an experience - rather than a single point in time.

Why does it matter in the real world?

Journey analytics can be useful to show a holistic view of customer pain-points, overcoming the silos present in large organisations.

Voice of Customer (VOC)

People & Culture Change

A customers' perception of their experience with your brand. Useful when captured in the context of when it occurs, it's the foundation of continuous improvement.

Why does it matter in the real world?

Teams are able to see feedback that is relevant to the customer's interaction with your business - and start to fix things that matter.

Organisational Design

People & Culture Change

The design of teams, work structures and work activities that lead to increased advocacy.

Why does it matter in the real world?

Properly constructed and managed teams are the key to great customer experiences.

How do we get our answers?
The kinds of tools we use for

CX Measurement

How we've done it before

Our case studies on

CX Measurement

Our thoughts when it comes to

CX Measurement

Want to know more?
Speak with your
CX Measurement
expert:
Freya Elliott
© 2019 The Customer Experience Company
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