International Customer
Experience Standard – ICXS2019

FREE ONLINE ASSESSMENT

The original 5Ps Service Excellence Model was created (by the co-founder of the Institute) and developed as part of a study at Brunel University in the UK to determine and identify all the elements within an organisation impacting service quality.

At the core of the ICXS2019 is the 5Ps Service Excellence model, accepted globally as the foremost framework for implementing service excellence.

At its highest level the model is easy to understand and provides a ready diagnostic tool for broadly analysing customer experience service excellence performance.

The model has been internationally successfully applied for over 30 years to rationalise all the key factors that impact service excellence into a number of component elements to make performance analysis more manageable for organisations in the private and public sectors.

The model provides an easy to understand yet powerful tool for analysing the high-level key drivers that mold the customer experience while enabling organisations to drill down to almost forensic levels of detail to better understand where improvement can be achieved. It has been continuously updated to ensure it remains current and relevant.

Additional elements of Measurement of Performance combined with the Performance Results providing a monitor and continuous improvement driver of customer experience service excellence.

The International Customer Experience Standard (ICXS2019) elements:

POLICIES

How do the organisation’s objectives and strategies facilitate the best customer experience?

PRODUCTS/SERVICES

Are the products/services designed according to the quality, needs and expectations of the customers?

PLACES

Do all delivery channels facilitate delivery of customer service excellence?

PERFORMANCE RESULTS

How the research conducted identifies the levels of happiness and satisfaction of customers and employees

PROCESSES and CUSTOMER JOURNEY MAPS

How effective are the organisation’s processes in delivering the desired output to customers across all channels? Are the Customer Journey Maps defined and measured?

PEOPLE

Are the employees sufficiently skilled and motivated to satisfy customers’ needs? Does the organisation take customer needs and happiness into consideration when analysing and developing the customers’ journeys?

MEASUREMENT OF PERFORMANCE

Defines and implement performance measurement across all the delivery channels will provide foundations for customer experience service excellence and employee happiness

Scoring System of the ICXS2019

The scoring system of ICXS2019 reflects the relative importance of its components in delivering a high standard of customer experience.

There are 1,000 Points distributed among each of the 7 sections according to their weighting in customer experience service excellence delivery.

Each of the criteria within any given section has its own score according to its component within the section. By reviewing the individual and overall results, the organisation is able to develop an accurate priority list to address areas where performance in any of the service excellence requirements of ICXS2019 needs to improve.

  • Criteria
    Score
  • POLICIES
    100
  • PLACES
    100
  • PRODUCTS / SERVICES
    100
  • PROCESSES / CUSTOMER JOURNEY MAPS
    200
  • PEOPLE
    200
  • MEASUREMENT OF PERFORMANCE
    200
  • PERFORMANCE RESULTS
    100
  • TOTAL POINTS AVAILABLE
    1000