UserZoom, a provider in Experience Insights Management (XIM) has announced the launch of QXscore. A standardized score for measuring the user experience (UX) of a company’s digital properties, products, and services over time and relative to competitors. QXscore, which is now available for customers using the UserZoom insights platform. This quantifies user and customer attitudes and behaviours into a single score on a 100-point scale. Aligning experience performance to strategic business KPIs and surfacing opportunities for improvement.
Based on a validated and publicly-available methodology, QXscore provides holistic experience measurement scores. These scores can helps businesses understand and improve the performance of their digital properties, products, and services. At the same time, allowing digital teams and stakeholders to demonstrate the business impact of these improvements. The company says, it is also the only experience metric that combines both attitudinal data (such as usability, trust and NPS). In addition to behavioral data (such as task success) into a single score. This metric provides an easily-understandable and comprehensive measure of the overall digital experience, and the drivers behind it.
Delivering digital experience is strategic
According to Alfonso de la Nuez, Co-CEO and Co-Founder, UserZoom, “Delivering great digital experiences has become increasingly strategic. We hear from business and product leaders, that they know their approach to digital experience is working. However, they struggle to properly measure its strategic value and communicate that with key stakeholders.”
“We developed the QXscore to fill that gap. We wanted to help companies measure the business impact of their experience strategy. Furthermore, show where they can gain a competitive advantage to drive results further,” de la Nuez added.
Tracking experience performance
QXscore also helps companies track experience performance across multiple lines of business, digital properties and products. This helps design and product teams pinpoint which initiatives to prioritise and track the impact over time.
Kuldeep Kelkar, SVP, Global UX Research, UserZoom says, “Measuring the impact experience has on a business has always been challenging. More of an artform than a science, as there was no way to directly correlate sales with UX or CX,”
“The launch of UserZoom’s QXscore gives UX professionals a way to clearly demonstrate that digital experiences have a positive effect. This can be on sales and revenue. In addition to how they can further improve on experience, and therefore boost revenue gains even more.”
Enterprise Times: What this means for business?
Customer experience is now the organising principle of digital development. All enterprises, responsible for developing their digital real estate should be putting the customer experience at the heart of all developments. It’s about more than knowing where customers shop and what brands they buy. It’s about knowing your customers so completely that you can create and deliver personalised experiences that will entice them to not only remain loyal to you, but also to evangelise to others about you – and that’s the most valuable form of advertising there is.
However, businesses still grapple to solve the ‘experience’ gap. The difference between what a consumer or site visitor expect, versus what they actually receive. This is where Experience Insights Management (XIM) potentially can help. Any solution that gathers, analyse and share UX and CX insights across a business that supports product content is welcomed. UserZoom says its solution establishes a criteria for digital experience performance. As a result, businesses could track digital experience over time, or compared to competitors and align it to business results.