Metrics›CX Drivers

CX Drivers.

A composite multi-question index that measures all the dimensions of customer experience going beyond a single attitudinal question to capture the drivers that actually shape satisfaction and loyalty.

What is CX Drivers

Beyond NPS
measure the drivers that matter.

Customer Experience consists of journeys, touchpoints, and interaction spaces every interaction involves multiple aspects and sub-processes. Asking only one attitudinal question (like NPS) limits the view.

The CX Drivers Index rates multiple experience aspects simultaneously. It can be customised through weighting, enabling an importance-performance priority matrix.

Priority Matrix

CX Drivers weighting enables an importance-performance priority matrix identifying which aspects have the highest impact and where improvement investment yields the greatest return.

Typical CX Driver dimensions
Staff courtesy, knowledge, empathy, communication
Process speed, ease, clarity, first-contact resolution
Environment physical or digital touchpoint quality
Product/Service quality, availability, value
Overall aggregate satisfaction and outcome
Add CX Drivers to your programme.

Synopticom designs custom CX Drivers frameworks weighted by what matters most to your customers.

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