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Customer Experience Index (CXI) Calculator & Formula
Customer Experience Index (CXI) Calculator
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Customer Experience Index (CXI) Formula
CXI = (Average Satisfaction Score + Average Loyalty Score + Average Engagement Score) ÷ 3 × 10
Explanation
The Customer Experience Index (CXI) is a composite metric that combines customer satisfaction, loyalty, and engagement scores across various touchpoints. It provides a comprehensive view of how customers perceive and interact with your brand, helping you understand overall customer experience quality.
Real-Life Example
Suppose your average customer satisfaction score is 8, your loyalty score is 7, and your engagement score is 9. You can calculate the CXI using the formula:
CXI = (8 + 7 + 9) ÷ 3 × 10 = 80%
This means that your Customer Experience Index is 80%, indicating strong overall customer experience.
Benchmark Indicators
Understanding your CXI helps assess the overall quality of your customer experience. Here are common benchmarks:
- Above 80%: Excellent customer experience, high satisfaction and loyalty.
- 60% – 80%: Good customer experience, moderate satisfaction and loyalty.
- 40% – 60%: Low customer experience, room for improvement.
- Below 40%: Poor customer experience, critical issues need to be addressed.
Below 40%: Critical issues with customer experience.
40% – 60%: Low customer experience.
60% – 80%: Good customer experience.
Above 80%: Excellent customer experience.
Frequently Asked Questions
What is the Customer Experience Index (CXI)?
The Customer Experience Index (CXI) is a composite score that measures the overall customer experience based on customer satisfaction, loyalty, and engagement scores across various touchpoints.
Why is CXI important?
CXI is important because it provides a holistic view of how customers perceive their interactions with your brand. A high CXI score indicates strong customer relationships, while a low score suggests areas that need improvement.
How can I improve my CXI?
Improving your CXI can be achieved by enhancing customer satisfaction, increasing engagement through personalized experiences, improving loyalty programs, and addressing pain points in the customer journey.
What factors influence CXI?
Factors that influence CXI include the quality of customer service, product or service performance, user experience across digital and physical touchpoints, and the effectiveness of communication with customers.
What is a good CXI score?
A good CXI score generally falls above 80%, indicating strong customer experience and engagement. A score between 60% and 80% shows a good but improvable experience, while scores below 60% may indicate issues that need addressing.
Can CXI change over time?
Yes, CXI can fluctuate over time depending on factors such as product improvements, changes in customer service, or shifts in customer expectations. Regularly monitoring and optimizing your CXI is essential to maintaining a positive customer experience.
