Customer Experience Index (CEI)

Customer Experience Index (CEI)
The Customer Experience Index (CEI) allows companies to measure and benchmark the quality and consistency of customer experiences for potential customers visiting a physical location for the first time.
Get Access
Add to your list:

Customer Experience Index (CEI)

The Customer Experience Index (CEI) allows companies to measure and benchmark the quality and consistency of customer experiences for potential customers visiting a physical location for the first time.
Get Access
Add to your list:
Latest Research News
The main results, excerpts and conclusions in the presentation format on the results of the three-year research of the Customer Experience Index (CEI) in the banking sector of Uzbekistan and other Central Asian countries conducted by Senteo in collaboration with the Marketing Association of Uzbekistan.
Alexey Veretenov, Managing Partner of Senteo Inc., sheds light on the transformative role of the CEI in Azerbaijan’s banking sector in 2023.
Ksenia Konstantinova, Director for the Central Asia and Middle East regions at the consulting firm Senteo International, has unveiled the findings of a research collaboration conducted with the Marketing Association of Uzbekistan in the banking sector of Central Asia.
Senteo CEI
Index CEI is designed specifically for companies to see their performance compared to competitors through the eyes of a potential customer. The index is based on five key elements that have a strong influence on acquisition of new customers at the first point of contact in a physical location: Brand, Communications, Environment, Offering, and Culture.
Senteo CEI
From the last 15 years of experience with this methodology, we can confirm that companies that are more advanced in these five elements in their physical locations will enjoy more effective customer acquisition results, lower price sensitivity, and more willingness to consider an ongoing relationship.
CEI Criteria
Brand
Brand
Brand visibility, consistency, understandability, and relevance for the customer.
Communications
Communications
Progression and understandability of the communications along with a relevant call to action and general tone of voice.
Environment
Environment
Intuitive and easy to navigate premises along with the condition both inside and outside and the general quality of the atmosphere including order and cleanliness.
Offering
Offering
Clear, relevant, and understandable presentation of the value proposition along with the terms, pricing, process, and any possible options or additional benefits.
Culture
Culture
Interested, proactive, and detail-oriented staff, both individually and as a team, focused on adapting to the needs and preferences of the customer.
We Will Help You Stay Up-to-Date with the Quality Trends in Your Company
We Conduct Independent Field Research
We Conduct Independent Field Research
Our fully-trained mystery shoppers contact, interact, take pictures, record observations, and complete a standardized scorecard with 65 – 90 data points both qualitative and quantitative.
We Provide Tools to Collect Customer Feedback
We Provide Tools to Collect Customer Feedback
Our customer feedback platforms help companies collect detailed customer feedback, both qualitative and quantitative, specifically on the quality of employee contacts and the quality of customer relationships overall.
We Visualize the Results & Prepare Conclusions
We Visualize the Results & Prepare Conclusions
Our team configures unified, comprehensive, and interactive dashboards for each client with the results, trends, and details from all data collected, and our experts add their observations and conclusions.
We Help You to Make Quality Improvement Decisions
We Help You to Make Quality Improvement Decisions
Using your dashboard, you can go from average, aggregate scores down to the level of each individual contact and see full detail of all data points. Our experts can help you to reach the best conclusions on how to improve.
Why the Quality of Human Contact is Important?
In the digital age, many can say that human contact is less important than digital interfaces; however, if a customer has reached a human in your organization, it is likely one of three possible scenarios.
senteo
This customer does not currently use digital channels, which represents an opportunity to register and onboard the customer to remote channels.
senteo
This customer has complex questions and/or needs consultation on a complex matter that was not easily found or explained in online interfaces.
senteo
This customer already tried to resolve their issue through digital channels and was unable to reach a satisfactory outcome.
All three of these scenarios are moments of truth in which the quality of human contact will either strengthen or damage the relationship with the customer.
Why Mystery Shopping & Customer Feedback is Important? Why Mystery Shopping & Customer Feedback is Important?
Why Mystery Shopping & Customer Feedback is Important?
Understanding how you perform compared to your competition is key for success in any business. But most mystery shopping & customer feedback approaches cannot provide a market benchmark
Using mystery shoppers and customer feedback for quality control is a widespread practice, but with differing scorecards and differing approaches, it is often impossible to use as a competitor benchmark.
Our mystery shoppers are trained to assess the many facets of great customer experiences in physical locations, and we provide this benchmark quarterly in most markets.
Our customer feedback platforms are designed specifically to measure the quality of human contacts in physical and alternative channels and the overall quality of customer relationships.
Humans Are Important! Humans Are Important!
Many will say that humans will be replaced by artificial intelligence or automated out of most positions with recurring tasks; however, most businesses are still designed with humans as customers or end users. Most customers, when faced with a difficult problem, a complex issue, or a need for some well-tailored advice, will seek the help of a human if they cannot easily find a solution through digital channels. How your team handles these contacts are “moments of truth” in the relationships with customers: great human contacts will strengthen the relationship; poor human contacts may risk the relationship altogether.
Corporate Culture Is Important! Corporate Culture Is Important!
Most companies dedicate significant attention and resources on creating technological infrastructure and agile product teams and underperform on ensuring consistent contact quality. How your teams collaborate to ensure consistent customer experiences and great customer relationships is vital for any business today.
Analytics Are Important!
Analytics Are Important!
Sample Dashboards
Analytics Are Important! Analytics Are Important!
Proven Correlation with Economic Benefits
Over the first five years of our field research projects, we had annual audits from Big Four Auditors who confirmed both the legitimacy of our benchmarks and also the proven correlation with economic results of the participants. Both the CXCI and the CEI methodologies showed consistent correlation with the following three areas that should be interesting for any business:
senteo
Sales Effectiveness
Companies that scored higher had better customer acquisition and cross-sell results than those with lower scores
senteo
Revenue
Companies with higher scored enjoyed price premiums on average 60% more than lower scoring competitors
senteo
Loyalty
Companies in the top of the rating had more relationship consolidation and less attrition than companies with lower scores
senteo
Sign Up for One of Three Subscriptions
Each package has more included and represents a better overall value for your company.
Plans Free
Baseline information
Intermediate information
Advanced information
Monthly Fee
799$ Select
1199$ Select
1499$ Select
Number of Users - 2 5 10
Updates per Year - 12 12 12
Number of Locations each Month - 3 4 5
Overall Rating Dashboard check check check check
Methodology Page check check check check
General Observations & Conclusions check check check check
Company Specific Observations & Conclusions - check check check
Quarterly Comparison Dashboard - check check check
Company Detailed Results Dashboard - check check check
Visit Analysis Dashboard - check check check
Access to Shopper Comments - - check check
Access to Photos - - check check
Access to SME Results - - - check
Access / Comparison to Other Geographies - - - check
E-mail / Chat Support check check check check
Telephone / Zoom Support - check check check
Annual General Webinar Session with Market Recommendations - check check check
Annual Company Zoom Session with Recommendations - - check -
Quarterly Company Zoom Session with Recommendations - - - check

Larger Selection Size - 5% 10% 15%
Contact Center Analysis - 5% 10% 15%
Competitor Analysis - 5% 10% 15%
Additional Segment Analysis - 5% 10% 15%
Micro Market Analysis - 5% 10% 15%

Customer Experience Training - 5% 10% 15%
Five Promises Platform - 5% 10% 15%
Relationship Strength Score - 5% 10% 15%
Сorporate Culture Diagnostic - 5% 10% 15%
Operating Model Diagnostic - 5% 10% 15%
Management Training - 5% 10% 15%
Free
Monthly Fee
0$
Number of Users -
Updates per Year -
Number of Locations each Month -
Overall Rating Dashboard check
Methodology Page check
General Observations & Conclusions check
Company Specific Observations & Conclusions -
Quarterly Comparison Dashboard -
Company Detailed Results Dashboard -
Visit Analysis Dashboard -
Access to Shopper Comments -
Access to Photos -
Access to SME Results -
Access / Comparison to Other Geographies -
E-mail / Chat Support check
Telephone / Zoom Support -
Annual General Webinar Session with Market Recommendations -
Annual Company Zoom Session with Recommendations -
Quarterly Company Zoom Session with Recommendations -
Discounts on Research Accessories

Larger Selection Size -
Contact Center Analysis -
Competitor Analysis -
Additional Segment Analysis -
Micro Market Analysis -
Discounts on Additional Services from Senteo

Customer Experience Training -
Five Promises Platform -
Relationship Strength Score -
Сorporate Culture Diagnostic -
Operating Model Diagnostic -
Management Training -
Baseline
Monthly Fee
799$
Number of Users 2
Updates per Year 12
Number of Locations each Month 3
Overall Rating Dashboard check
Methodology Page check
General Observations & Conclusions check
Company Specific Observations & Conclusions check
Quarterly Comparison Dashboard check
Company Detailed Results Dashboard check
Visit Analysis Dashboard check
Access to Shopper Comments -
Access to Photos -
Access to SME Results -
Access / Comparison to Other Geographies -
E-mail / Chat Support check
Telephone / Zoom Support check
Annual General Webinar Session with Market Recommendations check
Annual Company Zoom Session with Recommendations -
Quarterly Company Zoom Session with Recommendations -
Discounts on Research Accessories

Larger Selection Size 5%
Contact Center Analysis 5%
Competitor Analysis 5%
Additional Segment Analysis 5%
Micro Market Analysis 5%
Discounts on Additional Services from Senteo

Customer Experience Training 5%
Five Promises Platform 5%
Relationship Strength Score 5%
Сorporate Culture Diagnostic 5%
Operating Model Diagnostic 5%
Management Training 5%
Intermediate
Monthly Fee
1199$
Number of Users 5
Updates per Year 12
Number of Locations each Month 4
Overall Rating Dashboard check
Methodology Page check
General Observations & Conclusions check
Company Specific Observations & Conclusions check
Quarterly Comparison Dashboard check
Company Detailed Results Dashboard check
Visit Analysis Dashboard check
Access to Shopper Comments check
Access to Photos check
Access to SME Results -
Access / Comparison to Other Geographies -
E-mail / Chat Support check
Telephone / Zoom Support check
Annual General Webinar Session with Market Recommendations check
Annual Company Zoom Session with Recommendations check
Quarterly Company Zoom Session with Recommendations -
Discounts on Research Accessories

Larger Selection Size 10%
Contact Center Analysis 10%
Competitor Analysis 10%
Additional Segment Analysis 10%
Micro Market Analysis 10%
Discounts on Additional Services from Senteo

Customer Experience Training 10%
Five Promises Platform 10%
Relationship Strength Score 10%
Сorporate Culture Diagnostic 10%
Operating Model Diagnostic 10%
Management Training 10%
Advanced
Monthly Fee
1499$
Number of Users 10
Updates per Year 12
Number of Locations each Month 5
Overall Rating Dashboard check
Methodology Page check
General Observations & Conclusions check
Company Specific Observations & Conclusions check
Quarterly Comparison Dashboard check
Company Detailed Results Dashboard check
Visit Analysis Dashboard check
Access to Shopper Comments check
Access to Photos check
Access to SME Results check
Access / Comparison to Other Geographies check
E-mail / Chat Support check
Telephone / Zoom Support check
Annual General Webinar Session with Market Recommendations check
Annual Company Zoom Session with Recommendations -
Quarterly Company Zoom Session with Recommendations check
Discounts on Research Accessories

Larger Selection Size 15%
Contact Center Analysis 15%
Competitor Analysis 15%
Additional Segment Analysis 15%
Micro Market Analysis 15%
Discounts on Additional Services from Senteo

Customer Experience Training 15%
Five Promises Platform 15%
Relationship Strength Score 15%
Сorporate Culture Diagnostic 15%
Operating Model Diagnostic 15%
Management Training 15%
Select
GET ACCESS NOW!
Register Today and Get Access to Your Personal Account Preferences Page and Research Dashboards for Your Company
By registering, you get access to your personal account preferences page with tariff plan options and a wide range of benefits. You will also be able to subscribe to various research dashboards and other services.

By registering, you agree to our Terms & Conditions and our Privacy Policy.

What Else We Measure?
Customer Experience Culture Index (СXCI)

The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. Unlike other mystery shopping methodologies, the CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact

Five Promises

The Five Promises platform is an accessible, simple and standardized instrument for collecting customer feedback on the quality of human contact with customers. The analyzed feedback is then represented in interactive dashboards with insights on how to improve quality in your customer touch points in five key promises that any organization should fulfill for their customers.

Relationship Strength Score (RSS)

The Relationship Strength Score is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today. This survey / interview methodology is designed to measure three main factors of loyalty.

Still Have Questions?

    Senteo’s Content
    See All
    Why do customer relationships really matter? Michael Ruckman explains the fundamentals of healthy customer relationships and why they are important to businesses. The Relationship-Centric Bank
    In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date
    Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
    Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
    Author Dan Pink tackles the topic of sales from an analytical standpoint, arguing that all people, not matter what profession they are in, deal in the field of sales.
    In their follow-up to such seminal works as The Experience Economy (see Senteo review), Gilmore and Pine focus on the challenge of how to get and keep profitable customers.
    Arussy describes the importance of embracing and proactively facilitating change within your organization, offering a unique methodology to tackle change and guide your business through the ruthlessly competitive contemporary environment.
    The authors provide a roadmap for current leaders on how to successfully build a nurturing culture and environment allowing for employee development and learning between each leadership stage.
    Sinek explores a concept of game theory, arguing that how a leader plays the game within which they exist is paramount to the success of whatever they are working towards.
    Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.