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Excentrics combines both.

The CEI™ provides a measurable diagnostic foundation, while the consultancy practice helps leadership teams interpret findings, restore alignment, and embed sustainable improvements.

Engagements are grounded in the CEI™ framework — ensuring advisory work is structured, evidence-based, and outcome-focused.

The Customer Excellence Index™ (CEI) is a structured diagnostic framework designed to assess customer experience from an outside-in perspective.

It evaluates performance across four core pillars — Customer Voice & Advocacy, Service Experience & Care, Brand Trust & Loyalty, and Product Value & Innovation — providing leadership teams with a clear, comparable score and actionable insight.

The CEI™ is both a methodology and a supporting platform, developed to bring clarity where metrics often feel fragmented.

The CEI™ is designed for:

• Customer and Support Leaders
• Product & Operations Leaders
• Executive teams overseeing customer performance
• Organisations experiencing growth, strain, or misalignment

It is particularly valuable where service, product, and customer voice signals feel disconnected.

A CEI™ Diagnostic is a structured, fixed-scope engagement designed to provide leadership teams with an objective view of customer excellence performance.

It includes:

• Structured evaluation across the four CEI™ pillars
• Analysis of publicly available performance signals
• Identification of structural misalignment or drift
• A clear overall CEI™ score and executive-level summary

Diagnostics are delivered as defined engagements and provide the foundation for any further advisory work.

A CEI™ Diagnostic typically runs between 1–3 weeks.

Broader advisory engagements vary depending on scope and complexity, and may range from short stabilisation work to ongoing strategic partnership.

Yes — the CEI™ platform is designed to provide organisations with an objective score and pillar-level insight.

Independent access to the platform will be available shortly. In the meantime, CEI™ diagnostics can be delivered as part of a structured consultancy engagement.

Many organisations choose to pair the platform with advisory support to ensure findings translate into clear ownership and measurable improvement.

NPS and CSAT measure individual feedback moments.

The CEI™ provides a structured, comparative view of customer excellence across service, product, trust, and voice — combining measurable indicators into a broader diagnostic model.

It is designed to highlight structural patterns, not just sentiment snapshots.

Excentrics operates on two distinct principles:

Consultancy Engagements

All client-provided information, internal metrics, and operational data shared as part of advisory work are treated as strictly confidential and are never shared or sold.

CEI™ Scoring Methodology

The CEI™ score is generated using publicly available data signals and structured analysis through the CEI™ framework. This may include external reviews, observable sentiment, and other public performance indicators.

Where organisations choose to obtain their CEI™ score, they may decide whether to publish or share it publicly.

Excentrics may, in future, make CEI™ scores accessible through platform tools designed for benchmarking and comparative insight.

No internal client data is used in public scoring

Once you submit a request, we review your details and respond directly to arrange an initial conversation.

There is no obligation — the purpose is to understand your context and determine whether a CEI™ diagnostic or advisory engagement would be valuable.

Yes.

All enquiries and engagements are treated with strict confidentiality. We work with leadership teams across global organisations and understand the sensitivity of operational and customer data.

You can request a CEI™ Assessment or book an initial conversation via the contact form.

We’ll begin with a short discussion to understand your current challenges and determine the appropriate next step.