A deterministic system for measuring experience.
No black boxes. Every score, grade, and priority is produced by a transparent, repeatable formula — the same inputs always produce the same output.
Six dimensions, one weighted number.
Each dimension is scored 0–100. NPS is normalised from its native -100…+100 scale before it's blended in. Weights are configurable per business — these are the defaults.
| Dimension | Scale | Default weight |
|---|---|---|
CSAT How satisfied customers are with their most recent experience. | 0–100 | 25% |
NPS How likely customers are to recommend the business. Raw NPS (-100 to +100) is normalised to 0–100 before scoring. | -100…+100 → 0–100 | 20% |
CES How easy it is for customers to get what they need. | 0–100 | 15% |
Service Quality of human service interactions — staff, speed, and care. | 0–100 | 15% |
Resolution How well problems are fixed when they occur. | 0–100 | 15% |
Digital Quality of online and digital touchpoints. | 0–100 | 10% |
A grade anyone on your team understands.
85–100
Customers are your best marketing channel.
Experience is a durable competitive advantage. Protect what works, codify it, and turn promoters into advocates.
70–85.0
Solid experience with clear upside.
The fundamentals work, but specific friction points cap loyalty and referrals. Targeted fixes move you to Excellent.
55–70.0
Inconsistent experience erodes loyalty.
Customers tolerate you today and leave quietly tomorrow. Prioritise the top two friction drivers immediately.
0–55.0
Experience is actively costing you customers.
Urgent, focused intervention is required. Stabilise service basics before anything else.
Fix what matters, not what's loudest.
Every issue is plotted by customer impact and business impact, so priorities are obvious rather than debated.
High customer impact / Low business impact
Quick wins
High customer impact / High business impact
Do first
Low customer impact / Low business impact
Monitor
Low customer impact / High business impact
Plan for later
Feedback isn't done until the customer hears back.
Acknowledge
The customer's feedback is logged and acknowledged quickly.
Fix
The underlying issue is assigned and addressed by the right owner.
Follow up
The customer is told what changed as a result of their feedback.
Closed
The loop is marked closed and tracked for recurrence.