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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.
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.
Latest Research News
The global shift towards digital innovation and technology has prompted Kazakh banks to migrate online, forcing them to focus on customer experience to secure a strong position in the market.
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.
CEI Criteria
Brand
Brand visibility, consistency, understandability, and relevance for the customer.
Communications
Progression and understandability of the communications along with a relevant call to action and general tone of voice.
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
Clear, relevant, and understandable presentation of the value proposition along with the terms, pricing, process, and any possible options or additional benefits.
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
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
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
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
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.
This customer does not currently use digital channels, which represents an opportunity to register and onboard the customer to remote channels.
This customer has complex questions and/or needs consultation on a complex matter that was not easily found or explained in online interfaces.
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?
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! 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! 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
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:
Sales Effectiveness
Companies that scored higher had better customer acquisition and cross-sell results than those with lower scores
Revenue
Companies with higher scored enjoyed price premiums on average 60% more than lower scoring competitors
Loyalty
Companies in the top of the rating had more relationship consolidation and less attrition than companies with lower scores
Sign Up for One of Three Subscriptions
Each package has more included and represents a better overall value for your company.
| Plans | Free |
Baseline
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Intermediate
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Advanced
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| Monthly Fee |
0$ Select
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799$ Select
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1199$ Select
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1499$ Select
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| Number of Users | - | 2 | 5 | 10 |
| Updates per Year | - | 12 | 12 | 12 |
| Number of Locations each Month | - | 3 | 4 | 5 |
| Overall Rating Dashboard |
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| Methodology Page |
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| General Observations & Conclusions |
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| Company Specific Observations & Conclusions | - |
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| Quarterly Comparison Dashboard | - |
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| Company Detailed Results Dashboard | - |
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| Visit Analysis Dashboard | - |
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| Access to Shopper Comments | - | - |
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| Access to Photos | - | - |
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| Access to SME Results | - | - | - |
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| Access / Comparison to Other Geographies | - | - | - |
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| Telephone / Zoom Support | - |
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| Annual General Webinar Session with Market Recommendations | - |
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| Annual Company Zoom Session with Recommendations | - | - |
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| Quarterly Company Zoom Session with Recommendations | - | - | - |
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Discounts on Research Accessories
| 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% |
Discounts on Additional Services from Senteo
| 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
0$
Number of Users
-
Updates per Year
-
Number of Locations each Month
-
Overall Rating Dashboard
Methodology Page
General Observations & Conclusions
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
Telephone / Zoom Support
-
Annual General Webinar Session with Market Recommendations
-
Annual Company Zoom Session with Recommendations
-
Quarterly Company Zoom Session with Recommendations
-
Baseline
799$
Free Plan Benefits
Number of Users
2
Updates per Year
12
Number of Locations each Month
3
Overall Rating Dashboard
Methodology Page
General Observations & Conclusions
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
Telephone / Zoom Support
Annual General Webinar Session with Market Recommendations
Annual Company Zoom Session with Recommendations
-
Quarterly Company Zoom Session with Recommendations
-
Intermediate
1199$
Baseline Plan Benefits
Number of Users
5
Updates per Year
12
Number of Locations each Month
4
Overall Rating Dashboard
Methodology Page
General Observations & Conclusions
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
Telephone / Zoom Support
Annual General Webinar Session with Market Recommendations
Annual Company Zoom Session with Recommendations
Quarterly Company Zoom Session with Recommendations
-
Advanced
1499$
Intermediate Plan Benefits
Number of Users
10
Updates per Year
12
Number of Locations each Month
5
Overall Rating Dashboard
Methodology Page
General Observations & Conclusions
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
Telephone / Zoom Support
Annual General Webinar Session with Market Recommendations
Annual Company Zoom Session with Recommendations
-
Quarterly Company Zoom Session with Recommendations
Monthly Fee
0$ | Number of Users | - |
| Updates per Year | - |
| Number of Locations each Month | - |
| Overall Rating Dashboard |
|
| Methodology Page |
|
| General Observations & Conclusions |
|
| 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 |
|
| 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 | - |
Monthly Fee
799$ | Number of Users | 2 |
| Updates per Year | 12 |
| Number of Locations each Month | 3 |
| Overall Rating Dashboard |
|
| Methodology Page |
|
| General Observations & Conclusions |
|
| 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 |
|
| 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 | 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% |
Monthly Fee
1199$ | Number of Users | 5 |
| Updates per Year | 12 |
| Number of Locations each Month | 4 |
| Overall Rating Dashboard |
|
| Methodology Page |
|
| General Observations & Conclusions |
|
| 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 |
|
| 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 | 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% |
Monthly Fee
1499$ | Number of Users | 10 |
| Updates per Year | 12 |
| Number of Locations each Month | 5 |
| Overall Rating Dashboard |
|
| Methodology Page |
|
| General Observations & Conclusions |
|
| 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 |
|
| 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 | 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% |
GET ACCESS NOW!
Register Today and Get Access to Your Personal Account Preferences Page and Research Dashboards for Your Company
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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
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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.
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…
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
Shaw gives a broad overview of the customer experience and its importance to companies in today’s competitive environment, noting that research shows that 50% of customer purchase experience is emotional.
Tribal Leadership tackles the well-known and fascinating topic of people’s tendencies to segregate into groups with which they identify most, and in which they feel the most comfortable.
Clayton M. Christensen follows The Innovator’s Dilemma with The Innovator’s Solution, an answer for how businesses can create and sustain growth within their company in the face of innovation.
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.
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