What is the Customer Experience Index?
The Customer Experience Index, developed by analysts at Forrester Research, is designed to close the loop between CX measures and growth, connecting quality and loyalty measures to specific revenue drivers. The core of CxPi are three questions related to the quality of the customer experience:
- How effective was (fill in the company name) at meeting your needs?
- How easy was it to do business with (fill in the company name)?
- How enjoyable was it to do business with (fill in the company name)?
The score is calculated by subtracting the percentage of customers that had a negative experience (1’s and 2’s) from the percentage of customers that had a positive experience (4’s and 5’s) for each question and then averaging the resulting percentages.