In developing engaged employees and loyal customers, the benefits of understanding employee and customer experience are clear for businesses seeking to remain competitive over the next 10 years.
But despite companies spending billions of dollars there is no universal way to assess employee and customer experience:
Employee engagement surveys differ organisation to organisation and, by being dozens of questions in length, often produce too much data to be reasonably acted upon
Customer feedback mechanisms are often clunky and only completed by the same profile of customer each time
3rd party resources like “Best Places to Work” lists and review platforms are all highly context specific and do not equate to a single performance metric
Unsurprisingly, there is no consistently reliable way of connecting employee and customer experience with each other, and relating both to financial performance.
What makes the RBX Index so effective?
A measure of values and feelings - not thinking and behaviour. So far fewer questions are needed to survey compared with an engagement survey
Values and feelings control thinking and behaviour, so the RBX Index is a leading edge measurement tool enabling leaders to act in advance of events
Focuses on the core tenets of experience: trust, empathy, loyalty, commitment and satisfaction
Places responsibility directly on the leadership to respond, meaning insights are acted upon
Provides easy correlation to other performance metrics like productivity stats and financial KPIs