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 a 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.