An index website measuring the ease of customer engagement with businesses
Comprehensive ranking from American AI technology company NICE
Existing customer care metrics often fall short of capturing the full customer experience, particularly the emotional impact of brand interactions. This project addresses the need for a more comprehensive understanding of "Customer Effort" by developing the Customer Effort Index (CEI). The CEI aims to provide a data-driven, insightful platform that evaluates brands based on how easy and rewarding they make the customer journey. This involves measuring factors like perceived knowledge and expertise, communication style, speed of problem resolution, and the extent to which customers feel valued by the brand. The CEI strives to become the leading benchmark for brands seeking to improve customer loyalty and satisfaction.
Project
Front-end UX and UI design
Client
NICE
The CEI platform is a free-to-access website delivering self-service data, expert commentary, and detailed analysis. Central to this is a consumer survey, gathering feedback on brand interactions across four key pillars: Knowledge & Expertise, Style of Communication, Speed Solving the Problem, and Valuing the Customer. Using this data, the CEI calculates an Overall Effort Score that can be benchmarked across sectors and geographies. The platform also incorporates a unique rescaling methodology to improve discrimination between brands. By providing a holistic, data-backed view of customer effort, the CEI empowers brands to identify areas for improvement and optimise their customer experience strategies for increased satisfaction and loyalty.
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