Customer Experience Diagnostic

What It Measures

The Customer Experience Diagnostic measures two key factors:

Environment/CULTURE Factor

This factor measures key elements in the relationships among employees that are associated with high levels of customer satisfaction. Dynamics of the relationships among employees are often sensed by customers and clients. This factor is focused on the level of connection and unity that employees have with one another. It directly addresses the "that's not my job" experience that can be so destructive to the customer experience.

SERVICE/CARE Factor

This factor measures key elements in the relationship between employees and their customers. It specifically measures an employee's level and ability to understand, appreciate and accommodate a customer's needs. It directly measures the level of employees' commitment to be of service to clients or customers and is highly correlated with customer satisfaction.