Create a better
customer experience

The CX Result is a simple, yet revolutionary, online measurement tool that combines a bitingly accurate customer experience rating with an instant alert system and sophisticated language analysis.

It gives you an accurate rating because it asks polar questions - that is questions that only have a ‘Yes’ or ‘No’ answer. Why? Because polar questions can be easily and meaningfully compared over long periods of time and category scales (such as ‘1-10’ or ‘Completely disagree to Completely agree’) can’t. Polar questions mean that the only way to improve is if people move from ‘No’ to ‘Yes’. That’s it. Simple, easily measured and, above all, reliable.

The CX Result measures outcomes that actually matter. Different situations produce different outcomes and they require different questions. Asking a customer how likely they are to recommend you when they have an unresolved complaint is inappropriate. You get to choose from a suite of relevant questions so you only measure relevant things and get a rating that actually matters.

More than a rating, the CX Result also gives you real insight.

With the addition of one, simple, free text question, the CX Result becomes a sophisticated focus group where language filtering software determines the shared contexts everyone uses to describe their experience and highly skilled analysts then interpret their meaning. The result is an incredibly nuanced and detailed analysis that is mathematically representative of everyone who answered. Once you know why your customers think and behave the way they do, you can create a strategy to reinforce or change it. That’s powerful.

It also recognises that the best companies and the best people in the world are all capable of a bad day. No matter how good your customer experience generally is, there will always be a customer who is unhappy or whose expectations have not been met. The CX Result allows for this by giving your customers the option of asking to be contacted so their unhappy experience can be addressed.

The CX Result arms your people with the practical insight they need to create a better customer experience.

Contact us to learn how the CXR can help you create a better customer experience.