CXI
A Customer Experience Index (CXI), sometimes referred to as a Customer Satisfaction Index (CSI), is a tool for measuring satisfaction with a product, service or experience in line with what matters most to customers.
When creating a CXI score, we assess a series of drivers of experience, often mapped to our CX Principles, to determine how much they each determine whether a customer has a great experience, will go on to be a Promoter of your brand, and influence other behaviours.
Analysis is undertaken to determine the relative weighting of each of the drivers and the results are then combined to form a single CXI score.
Benefits + Considerations.
CXI is a customised measure that enables you to understand how your business is performing in terms of what matters most to your customers.
It is underpinned by statistical analysis and movements in a brand’s CXI score can be traced back to the constituent measures.
It can be combined alongside other high level measures, such as NPS.
As CXI is a customised measure, it does not lend itself to comparison and benchmarking.
Clear and concise communications are required to ensure that colleagues understand the measure and how it is calculated.
It’s important to revisit the calculation at regular intervals. As your business evolves so too will customer expectations and priorities which may need to be reflected in a revised CXI calculation.