Enhance Your Customer Experience with Our CX Suite®
Many companies use NPS® (Net Promoter Score) to measure their brand or business performance. Asking customers, “How likely are you to recommend X?” is meant to capture the essence of their experience. Standard benchmarks and norms then indicate whether your score is good, very good or excellent.
While widely used, especially by large organisations comparing performance across brands and countries, NPS has its limitations. A common criticism, and one we’ve heard repeatedly when asked to implement NPS, is that it doesn’t guide action. It shows where you stand but doesn’t suggest how to improve.
That’s why we have developed CX Suite®, a set of measures designed to complement NPS. Using the CX Suite®, we can pinpoint specific areas to improve and show how enhancing certain metrics will positively impact both your NPS and overall customer experience.
Our six measures give you a complete picture:
- NSR™ (Net Service Rating™) – Is your service improving?
- NF™ (Net Friction™) – How easy is it for customers to work with you?
- NCB® (Net Customer Benefit®) – Are you making a real difference to your customers’ business?
- NCV® (Net Customer Value®) – How valued do customers feel?
- NTS® (Net Trust Score®) – Do customers trust your promises and claims?
- NRA® (Net Relative Advantage®) – Does working with you give customers a competitive edge?
Individually and together, these measures highlight where to focus. Our own benchmark norms show how your company compares to others in similar UK markets.
When you pair CX Suite® with our strategic insight tools, you’ll not only improve customer experience but also strengthen your brand, position your company and drive growth.
Contact Callum Budd at callum@mra-research.co.uk to learn more.
