Custommerce Service Excellence Foundation (Custommerce) has developed a unique index, CINDEX, CINDEXDS and CINDEXBQ (Customer Experience, Customer Delight Scores and Bottom Quartile scores) that will act as a benchmark for customer experience levels across brands in India. CINDEX has been developed and introduced by Custommerce, as the first ever index to measure customer experience at the country, regional and industry / service category level across brands. CINDEX will be a critical input for strategies to manage customer experience and improve competitive advantage.
V. Ravichandar, Chairman, Feedback Consulting said, “More often than not, there is a huge gap in perception of brand promise and the end-user experience. CINDEX will help organizations bridge the gap and offer corrective measures for brands to improve the experience of customers’. We are extremely happy about partnering with Custommerce in this initiative.”
Ramesh Venkateswaran, Chairman, Custommerce said, “With a rapidly growing economy and exploding consumerism the importance of service experience as a key differentiator in competitive strategy cannot be emphasized enough. To us, the findings suggest that customers are becoming indifferent to brands. In addition a very small proportion of customers can recall a recent great service experience. Thus, ‘loyalty’ as we understand it could be more a result of inertia than true customer engagement. While this is a threat, it is a huge opportunity as well”.
“CINDEX is in line with Custommerce’s constant endeavor to drive Customer Interaction Management (CIM) to create Customer Centric Organizations (CCO) and ultimately work towards a Customer Driven Economy (CDE),” he added.
