How to Quantify CX ROI

Spreadsheet for calculating customer experience return on investment

Mini version:

  • Calculate revenue gains and Net Promoter Score adjustments
  • Examples, equations, metric definitions, and data placeholders
  • Master worksheet and example worksheet
  • Optional walkthrough with Lynn Hunsaker

Full version includes all of the above, plus:

  • Calculate gains from stopping prevalent issues
  • Allocate CX annuities (ongoing gains from prevalent issues)
  • Calculate operational gains
  • Estimate gains from personalization, digitalization, etc.
  • How to communicate gains from preventing CX issues

Example: How to Quantify CX ROI

Screenshot: How to Quantify CX ROI

How to Quantify CX ROI
How to Quantify CX ROI 2

Clear Action: engage everyone in walking the talk

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