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The 2020 Customer Experience Culture Index
#CEI
From 2007-2012, Senteo published an annual Customer Experience Index (CEI) that became a standard ranking for banks in Moscow.
In the absence of other indicators, our annual CEI provided stimulus for many lively discussions with banks and even became a Strategic KPI for many banks. The five key measurement areas (Brand, Communications, Environment, Offering, and Culture) provided an overall picture of how each bank was experienced by customers.
Over the course of 5 years, the research and corresponding work and advice for clients had a significant effect on the level of development and overall market maturity, and the results were noteworthy.
We hope that the 2020 Customer Experience Culture Index will be a new influence on the quality of customer contacts for bank customers in Russia.
This research was not designed to create scandal or conflict, and we have no intention to make anyone look bad. We do, however, hope that this type of research provides a reminder that human contact is important in developing and managing customer relationships, and the culture of front line personnel and the quality of customer contacts is of significant importance even in this digital age.
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