About
What is the CE Index?
The Customer Experience Index is a national benchmark developed by the head of the Chair in Customer Experience at the University of Pretoria - Prof Adré Schreuder. It is the new definitive model for measuring customer experience. The new CE Index contributes to a more refined understanding of quality, expectations, perceptions, customer value, and the emotional dimensions of customer experience, resulting in a modern and scientifically valid measurement model that will be used as an industry benchmark and national index of customer experience.
The CE Index Model
The model testing was done with SmartPLS 4.0 (Ringle, Wende and Becker 2022). The consistent PLS-SEM (PLSc-SEM) algorithm procedure was used for the model testing of the conceptual model, which performs a correction of reflective constructs' correlations to make the results more consistent with a factor-model.
The outcome of the PLS-SEM procedure of the refined model returned a Normed Fit Index of 0.981 compared to the guideline for NFI >0.90. The Standardized Root Mean Square Residual (SRMR) for the estimated model was 0.02 which is lower than the conservative guideline of SRMR < 0.08.
The combined interpretation of the NFI and SRMR leads to the conclusion that the refined composite model is a good fit for the data (Hair, Henseler, Dijkstra and Sarstedt 2014).
The Operational Partners
To ensure absolute credibility and quality governance, the Chair of CX at UP appointed CX Exchange (Pty) Ltd as the preferred partners that will be responsible for the operational execution of the national surveys & detailed reports of industry benchmark under the trade name CE Index
Subscription based participation
An industry subscription will include 5 measured brands of an industry based on their market share - with a minimum of 2 brands required for an industry choice inclusion. Subscription will include a minimum sample size of n=750 (3 x 250) per channel or product of the participating brand. If any brand comes out in the Top 3 ranked brands, and the brand has not subscribed, the position will be de-branded.
What is unique about the CE Index?
Reliable & Valid Model
The model was tested, confirmed and adhering to international standards
The Addition of Loyalty Action
Not only do we ask your clients likelihood to recommend, but we ask whether or not they HAVE actually recommended your brand
No customer data needed
We conduct Face-to-Face interviews & untilize a recuited panel that have opted-in to complete research.
CX insights
You will be provided with a dynamic & automated dashboard report with deep dive analysis and rich CX insights
A new look at problems
We have added a section where we ask your clients if they have complained, had any problem query, question, worry/ concern, uneasiness, challenge
Monthly measurements
We conducted monthly Face-to-Face interviews enabling our clients to have access to quarterly and annual reports.
Interactive reports
You will have access to interactive PowerBi report & dashboard with filtering capabilities
ROXI
You will have the ability to link your organizations' financial data (Nominal growth rate) and calculate the Earned growth rate = The return on customer experience investment (ROXI)
What can you expect?
Dashboard reporting
Interactive report that will provide you with segment, channel & product view by brands
World class EBGI system
We will provide you with an Experience Based Growth Index that in directly linked to ROI
Link to CX Implementation
We will provide you with actionable insights that will support the implementation of your CX strategy
Continuous measurement
Measurement will happen throughout the year on a monthly basis to ensure quarterly & annual reports
Link to CX Strategy
We will provide you with actionable insights to inform your CX Strategy
Link to CX Standards
Utilization of the results to complete the International CX Standards Accreditation & Certification
