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Set ambitious yet realistic objectives

By collecting customer reviews, you're already showing openness and commitment to your customers. Now it's time to go one step further: Setting or raising the bar for excellent customer experiences.  

Yet as you collect more reviews, you might still find it difficult to improve your overall ratings. Or even worse, you may have tried and failed to achieve the overall five-star excellent rating when a peak sales season is approaching, while your competitors seems to excel.

We help you forecast future scenarios for your CX performance, enabling you to set realistic targets and guide relevant stakeholders to deliver the customer experiences and review collection required to meet your strategic CX objectives.

Based on this data, you can set targets or KPIs for each of your different teams, giving everyone encouragement to do just that little bit more.

Monitor performance against your targets

Your customers’ experiences of your company typically summarises an entire relationship with your company - from delivery, to pricing, to customer service and more.

But you may have parts of the chain that prevent frequent five-star ratings. Getting that clear picture across your business entities - such as store locations, customer service teams, brands and product categories - can be tough.

Our recurring CXI Report helps you with clear visualisations of the performance across your entire business, enabling you to pick out the areas where you excel or suffer.

Furthermore, the interactive CXI Report includes an overview of your performance across your business entities - such as store locations or brands/business units. Different report visualisations allow you to build specific situation insights too, allowing you to see how you’re performing against your KPIs, or in particular review topics.

Appraise, take actions And improve 1-2-1

The combination of KPI follow-up and 1-2-1 performance dialogues are key to delivering on company targets.

Our recurring CXI Report both monitors performance on the customer experience, and becomes a fact base for your performance dialogue between front line employees,  management and executive levels.

It brings both performance KPIs and specific customer statements into play, enabling you to better understand the situation, appraise managers and employees for excellent customer feedback and, if relevant, discuss corrective actions for improvements.

Highlight best practices for high performance

Using the CXI Report, you can assess and reduce the performance difference of your various business entities. By benchmarking and exploring your high or low performing entities, you will know what to more and what to do less in order to get excellent customer ratings.

Now you know where the best experiences come from, you can replicate these good practices elsewhere to improve the CX performance of low-performing teams.

What’s more that this, these examples of excellent customer experience can be used in your marketing to customers, or even internally to inspire the rest of your team.