FREE CX TOOLS

Make the number useful.

Start with consistent inputs, inspect the calculation and keep its limitations in view.

SEVEN DIMENSIONS · 21 STATEMENTS

CXM self-assessment

Review reported practice maturity and identify areas to investigate. Results are clearly distinguished from reviewed company scores.

Calculate Net Promoter Score from promoters, passives and detractors.

Find the percentage of valid responses meeting your satisfaction threshold.

Calculate the mean response on a seven-point customer effort scale.

Estimate retained customers using consistent opening, closing and newly acquired counts.

Measure the share of an opening customer cohort lost during a defined period.

Model gross contribution per customer from spending, frequency, lifespan and margin assumptions.

Compare an estimated incremental contribution with the full cost of a CX initiative over the same period.

Calculate a weighted average from the counts of one- through five-star reviews.