See How Customers Really Experience Your Brand — in One Score

The Customer Excellence Index (CEI™) is a single, outside-in score that reflects how a brand performs across the full customer experience — combining real, publicly available signals into one clear measure.

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Collecting customer sentiment: scanning reviews and public feedback across trusted platforms.
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Evaluating consistency and trust signals: checking accuracy, reliability, and reputation across channels.
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Analyzing innovation and responsiveness: reviewing product updates, responses, and engagement speed.
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Measuring service experience and care: interpreting tone, resolution quality, and overall service excellence.
CEI™ Score
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Service Experience & Care
8/25
Customer Voice & Advocacy
25/25
Brand Trust & Loyalty
15/25
Product Value & Innovation
8/25
You’ve just seen an example CEI™ Score.

The CEI™ Score brings together publicly visible customer signals across four pillars of customer excellence to provide a clear outside-in view of performance.

Want to understand what a CEI™ Score like this would mean for your organisation?
Discuss your CEI™

What is the Customer Excellence Index (CEI™)?

The CEI™ is a single score you can track, compare and improve. It provides an outside-in view of how customers experience your brand — based on what they say, do and signal publicly, not just how they respond to surveys.
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Service Experience & Care
Externally visible service quality signals, including complaints, friction, support effectiveness and self-service success.
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Product Value & Innovation
Verified product ratings and signals that reflect product relevance, usefulness and ongoing value.
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Customer Voice & Advocacy
Public sentiment, discussion volume, recency and advocacy — how customers collectively talk about and represent your brand.
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Brand Trust & Loyalty
Consistency, credibility and confidence in the brand across public touchpoints and customer interactions.

Traditional Metrics vs CEI™

Traditional metrics measure moments. CEI™ reflects the experience as it appears externally.
Traditional Customer Metrics
A collection of familiar measures — including NPS, CSAT, CES, star ratings and reviews — each designed to capture feedback at specific moments.
What's Included:
  • NPS — customer opinion from those who respond
  • CSAT/CES — satisfaction with specific interactions
  • Ratings & Reviews — visible but often polarised feedback
  • Snapshot views rather than continuous experience
  • Limited visibility into trust, consistency and friction over time
Purpose:
To monitor specific interactions and internal initiatives using structured, solicited feedback.
RECOMMENDED
CEI™
An outside-in view of customer experience — combining publicly visible signals across voice, service, trust and product value into a single score.
What's included:
  • Unified CEI™ Score based on publicly visible experience signals
  • Clear view of where experience is strong — and where it slips
  • Real-world signals traditional metrics often miss or see too late
  • A consistent basis for comparison over time
  • Four-pillar breakdown covering voice, service, trust and product value
Purpose
To reflect how your brand is found, perceived and experienced externally — across the signals that shape trust, choice and loyalty.
Discuss Your CEI™