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Customer Experience Culture Index (CXCI)
The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact.
Customer Experience Culture Index (CXCI)
The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact.
CXCI – A Frontline Measure of Customer-Centric Corporate Culture
A measure of customer-centric corporate culture can be found in the quality of individual contacts between the employees of a company and customers. The quality of individual human contact, team dynamics during interactions, and the condition of customer environments under the control of the team are the key human influence in the quality of each contact/interaction with the company.
CXCI Criteria: What We Measure?
Individual Contact
How satisfying was the individual contact with each person?
Teamwork
How effectively did the team work to meet customer needs, preferences, and behavior?
Environment
Is the team ensuring that customer environments are comfortable and safe for customers?
Customer Journey
What was the emotional state of the customer during seven data points of the “journey” during each visit?
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 both qualitative and quantitative data points.
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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| E-mail / Chat Support |
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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
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.
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What Else We Measure?
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. It is designed specifically for companies to see their performance compared to competitors through the eyes of a potential customer.
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.
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