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
Target
Walmart
Interesting new CE measurement/rating approach. Where do you actually track online brand comments (sites)? Do you account for the fact that more people who are really upset with some aspect of their experience are the most likely to post something (compared with those who have a positive experience...they are more likely to tell a friend rather than post a comment)? Not knocking it, just wondering. Good luck! I'll keep checking in...
ReplyDeleteAlan
ReplyDeleteGreat questions! I have a list of various sites that I used and found were helpful but I agree that many of them attract the complaints rather than the compliments. To balance this, I looked at Facebook and pulled comments that were focused on service elements specifically and found that for Target, their customer online voice was pretty negative with regard to the service topic. I scored each comment and gave an A or F a larger weighting (think Net Promoter).
As I do this analysis for other companies, it will be interesting to see how their scores compare and why. Clearly, I will use the same sites and keep the timeframe the same for comparison purposes. In addition, I anticipate that this methodology will evolve but the way I see it, if I were a customer online reading these comments, this is how I might view that brand's customer service reputation.
Thanks for the question and look forward to any further questions you may have.