The CXM team took interest in the news of UserZoom launching QXscore, a tool meant to measure the customer experience of digital services and analyse behavioural data. What sparked our interest is the apparent ability of QXscore to gather user experience data and communicate efficiently the results with diverse stakeholders. That would allow brands to directly improve UX without taking a detour when designing their digital solutions.
The CEO of UserZoom, Alfonso de la Nuez made the following comment on the topic:
As delivering great digital experiences becomes increasingly strategic, we hear from business and product leaders that they know their approach to digital experience is working, but struggle to properly measure its strategic value and communicate that with key stakeholders.
In this short overview, the CXM team highlights how is QXscore designed to measure customer experience and what makes it different. We also showcase the main advantages QXscore brings to the CX industry.
Can a 100-point scale support DX development?
QXscore quantifies user attitudes and behaviors into a single score on a 100-point scale. The tool is built to align experience performance to strategic business KPIs, and therefore, introduce opportunities for improvement.
According to UserZoom, this is the first holistic experience measurement tool. The superpower of QXscore lies in its ability to break silos and demonstrate impact between various business stakeholders. This also is the only experience metric that combines both attitudinal and behavioral data in a single score to give a comprehensive measure of the overall digital experience.
What can CX professionals expect from QXscore?
One of the additional features of QXscore is the ability to track experience performance across multiple lines of business. This should help product teams to design and prioritize initiatives as well as track the impact of their actions over time.
The launch of UserZoom’s QXscore finally gives UX leaders and professionals a way to clearly demonstrate to leadership that digital experiences have a positive effect on sales and revenue, in addition to how they can further improve on experience, and therefore boost revenue gains, even more, said Kuldeep Kelkar, SVP, Global UX Research, UserZoom.