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Track Impact

Did your work have an impact?

In order to understand whether efforts taken to impact CX scores have an impact, the simplest way is for you to track and compare trends period-over-period.

We recommend initiating efforts on a cycle either at the beginning of the week or the month, and then comparing performance against the previous period. For instance, comparing the trend of Apr 1 to Apr 30th versus May 1 to May 31st.

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Note that depending on the nature of your business, certain impacts may be seen only over a longer term and may need comparison against quarterly results.

Period-over-Period Comparison

Pre Changes Post Changes
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For a more thorough analysis, inspect the results further. See if any other attributes that influence experience may have changed significantly in case they correlate with the score being examined. Also ensure that the size of the samples between the two groups pass significance tests.

A/B Test across locations

Running an A/B test is a powerful way to drive customer backed decisions by testing a new idea (variant) against what is currently in place (control group).

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It is important that the test location is representative of the broader population of customers across other touchpoints.

For a more thorough analysis, inspect the results further. See if any other attributes that influence experience may have changed significantly in case they correlate with the score being examined. Also ensure that the size of the samples between the two groups pass significance tests.