The Experience Score delivers a standardized KPI to evaluate, optimize and compare the perceived experience of different physical touchpoints. It not only indicates the overall experience, but also the performance on seven key dimensions of an experience.

Standardized KPI

The Experience Score allows to compare different brand touchpoints via a standardized KPI. Thereby, delivering an understandable and comparable overarching KPI across touchpoints and experiences.

Evaluate

The Experience Score adds measurability to experience based formatsThereby, it delivers a quantitative proof of the effectiveness of experience based marketing measurements and opens up optimization opportunities.

Compare

The Experience Score allows to benchmark different customer experiences at physical touchpoints on 7 dimensions. Thereby, allows a deep understanding about the specific strengths and weaknesses of the execution. 

The Experience Score can be implemented based on specific touchpoints, a singular marketing measurement or as part of an ongoing controlling concept.

Experience Audit

The Experience Score can be used to audit the status quo of existing touchpoints to develop a deep understanding of the experience and identify potentials for improvements.

Experience Evaluation

The Experience Score can be used to evaluate a specific brand experience, create category benchmarks and develop an understanding of its performance.

Experience Controlling

The Experience Score can be used for ongoing controlling of brand touchpoints and to develop a deep understanding of the differences in performance within and across those touchpoints.