The CX Factor Score represents a company's service performance based on customer feedback found online over a period of time. The methodology is a work in process but the blog will begin to highlight a different company each week and discuss lessons learned and opportunities for improvement. I want to encourage visitors to the blog to provide feedback about these companies and plug in comments on the blog. In addition, visitors can visit Facebook or Twitter and grade their experience.
What does the grade mean?
To keep it simple, the grade is similar to a school grade so that A = excellent, B = good, C = neutral/average, D= at risk and F = failed
What to expect?
Each week, at least one company will be graded and reactions to their grade will be assessed. Based on the power of feedback provided by our readers, the grade will be adjusted to represent their perspective. We will send this information to the company and any updates/discussions/meetings will be shared on this blog.
Additionally, plans are in place to develop a digital product to measure the customer views of brands and their experiences. Your feedback will be used to help us design something amazing.
Clients that are interested in learning more about how to apply this score to their operations and customer experience strategy, should visit the Work With Us tab for more information.
CX Factor Scores To Date