Citi FM/Citi TV, a leading media company in Ghana, and Indago Company Limited, a market research and consumer insights company, have partnered to launch the Customer Experience Index (CX Index), a groundbreaking initiative that aims to transform customer service in Ghana.
In today’s fiercely competitive business landscape, providing an excellent customer experience is essential for the success of any organization. The CX Index is a pivotal metric that assesses and quantifies the quality of interactions and relationships between customers and brands/service providers.
It is a holistic measure of the overall customer experience, encompassing three key components: customer satisfaction, customer loyalty, and customer advocacy as measured by the Net Promoter Score (NPS).
The CX Index will encompass customer feedback from ten distinct sectors within Ghana’s business landscape: Commercial Banking, Corporate Trustees, Funeral Services, Health Insurance, Life Insurance, Mobile Telephony, Non-Life Insurance, Oil Marketing, Ride-hailing and Savings and Loans.
The survey will be assessed through Computer Assisted Online Interviews which will be extended to the general population of Ghana, aged 18 and above.
Ghanaians can also voice their opinions and participate in the survey through various social media platforms of Citi FM and Citi TV.
The CX Index is not solely a tool for measuring performance; it is a catalyst for service enhancement. The results will serve as a benchmark for comparing and assessing Customer Service Key Performance Indicators (KPIs) across the ten industries.
This data-driven approach will empower businesses to identify areas for improvement and prioritize customer-centric strategies.
The CX Index is a pivotal step towards creating a more customer-focused corporate environment in Ghana and will take place from now till the end of November 2023.
Citi FM/Citi TV and Indago invite the entire population, 18 years and above, to participate in this transformative initiative.
By quantifying and analysing customer experiences, the CX Index aims to steer the evolution of customer service practices and elevate the overall quality of interactions between businesses and their customers.
How to participate in the CX Survey
The CX survey is open to all Ghanaians aged 18 and above. To participate, simply visit citinewsroom.com or any of Citi FM/Citi TV’s social media platforms and click on the survey link.
You can also begin by opening the survey from the link below: https://www.smartsurvey.co.uk/s/23CSWK/
The survey is short and easy to complete, and it will take not more than 10 minutes of your time.
Your feedback is important, and it will help to shape the future of customer service in Ghana.
We encourage you to take the CX survey today and make your voice heard.