CUSTOMER EXPERIENCE STANDARD ICXS2019
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 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 mould 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.
The additional elements in the model of Measurement of Performance Results provide a monitor and continous improvement driver of customer experience service excellence.
STRUCTURE OF ICXS2019:
How do they frame the organisations's objectives, strategies and resources to deliver the best customer experience?
PROCESSES AND CUSTOMER JOURNEY MAPS
How effectively integrated are the organisiation's processes to deliver a consistently high customer experience across all delivery channels?
PRODUCTS / SERVICES
Are the products/services designed according to the quality, needs and expectations of the customers?
Are all employees sufficiently aware, skilled and motivated to satisfy customers' needs and happiness in all potential touch points?
Do all delivery channels facilitate delivery of customer service excellence?
MEASUREMENT OF PERFORMANCE
Structured and analyzed performance measurement of the model across all delivery channels provides the foundations for sustaining and improving the highest levels of customer experience delivery
Do the results of performance measurement and customers research identify the levels of satisfaction of customers and employees?
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
PRODUCTS / SERVICES100
PROCESSES / CUSTOMER JOURNEY MAPSS200
MEASUREMENT OF PERFORMANCE200