Online Assessment

The Institute has developed a number of online tools to assist organisations in implementing ICXS2019 and facilitating customer experience service excellence.

This online assessment software details the FULL requirements for each criterion, enabling assessors to complete a comprehensive assessment of the organisation against ICXS2019 requirements. The assessment software is typically used by an organisation, and / or its Consultants or BSI to assess the status of the organisation implementing the ICXS2019 standard. It can also be used as a continuous improvement and benchmarking tool.

All Assessment reports conducted by or for an organisation are retained securely within the online solution. Online reports can be printed off in pdf format for circulation or for a comprehensive review of the assessment completed.

ICXS2019 Assessment Types

The Institute provides its customers with the opportunity of conducting various types of assessments using the Online Reporting Solution found on the official website of the International Customer Experience Institute which is accessible to all registered users.

Gap Analysis – First Assessment (Initial Assessment)

For organisations seeking BSI certification, this Gap Analysis Assessment is “mandatory”.

This assessment is best performed by a trained ICXS2019 assessor within the organisation who is fully aware of the requirements and their correct interpretation. (If there is no trained ICXS2019 assessor available within the organisation, either an ICXI Associate Consulting Partner (ACP) or BSI should be contacted for assistance. It is essential that at least one member of the organisation committed to customer experience service excellence is trained on the requirements of ICXS2019.

Continuous Improvement Assessments (Site Assessments)

This type of assessment is best performed by a suitably qualified or experienced internal employee trained and certified to ICXS2019, alternatively an ACP who is independent from the organisation should be used. The Assessors evaluate the organisation’s actual performance through a formal assessment to determine adherence to the standard, review of performance and through interviewing the organisation’s employees. This assessment can also be used to establish whether the organisation has adhered to all the mandatory requirements of this standard and that the organisation is ready for formal certification recognition through a BSI Certification Assessment.

Certification and Surveillance Assessments (BSI Assessments)

The British Standards Institution (BSI) is the exclusive global certification partner of ICXI. Only BSI can carry out third party Certification and Surveillance Assessments for ICXS2019. Should an organisation wish to be assessed and certified by BSI they do so by contacting BSI directly

Certification is valid for a maximum of 3 years including surveillance assessment by BSI each year during this period. Organisations can, if they desire, request further re-assessment from BSI no earlier than 6 months after a previous BSI certification assessment.

All assessment results are completed and reported online, with comments for each criterion input by the Assessors. Reports are generated online as a PDF report with the overall customer experience service excellence performance score and results for each of the sections.

Online Assessment - Reports

Reports are not only produced by the online solution, but a history of every assessment is retained online for further reference and benchmarking.