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Our Approach
EPSI METHODOLOGY
A Causal and Predictive Analytics Framework
that Links CX, EX with Business Outcomes
that Links CX, EX with Business Outcomes
Why should you measure the stakeholders experience?
All management decisions make basic cause-and-effect assumptions (i.e., If we do X, Y will happen), but without knowing what outcomes to expect, decision-making may devolve into a guessing game.
Unfortunately, managers often base their decisions on hunches, and data and correlations that do not support causal inferences.
Since the allocation of scarce resources to accomplish desired objectives is the fundamental management task of all organizations, it is critical that organizations
quantify the impact of changes before making them.
By providing accurate predictions that specific improvements have on the customer experience, the EPSI Research Group Methodology provides business leaders with powerful, forward-looking insights to make decisions that achieve financial outcomes.
Unfortunately, managers often base their decisions on hunches, and data and correlations that do not support causal inferences.
Since the allocation of scarce resources to accomplish desired objectives is the fundamental management task of all organizations, it is critical that organizations
quantify the impact of changes before making them.
By providing accurate predictions that specific improvements have on the customer experience, the EPSI Research Group Methodology provides business leaders with powerful, forward-looking insights to make decisions that achieve financial outcomes.
The EPSI Research Group Methodology enables executives and managers to prioritize investments that will have the biggest impact on the stakeholders experience.
EPSI Scientific ApproachEPSI Research Group helps organizations measure and analyze their customers’, employees' and citizens' experience with advanced predictive analytics and a robust scientific methodology that together radically change the way organizations make important decisions. Our proven methodology provides scientifically reliable scores of customer satisfaction, key indicators of satisfaction, and measures of people’ future behaviors. Furthermore, EPSI Methodology accurately identifies the causal relationships among these metrics, enabling executives and managers to prioritize investments that will have the biggest impact on the customer or employee experience. Thus, EPSI Scientific Approach offers clients a unique advantage by providing better tools for managing the intangibles like customer experience or employee experience with a focus on customer satisfaction to improve the business outcomes. EPSI’s proven cause-and-effect theoretical framework is based on empirical findings from dozens of years of social psychology research, econometric research, and practical field implementation at leading global organizations. The heart of our methodology is centered on consumer behavior theory, psychometrics and statistics — combining survey-based, voice-of-the-customer-derived performance measurement with advanced modeling algorithms to deliver powerful diagnostic capabilities, actionable insights, and prescriptive guidance. |
EPSI POWER
ACCURATE PREDICTIONS ARE THE ULTIMATE PROOF OF
A GOOD MEASUREMENT SYSTEM.
A GOOD MEASUREMENT SYSTEM.
THE BENEFITS OF EPSI APPROACH
DIAGNOSIS
PRESCRIPTION
PREDICTION
To measure the customer or employee experience accurately, executives and managers must implement a system that gives them answers to 3 essential questions:
1
How are we doing?
To measure all areas of the CX or EX in order to provide meaningful performance measurement in each area, both as a snapshot and across time, and against competitors.
2
What should we do?
To prescribe the most effective and efficient ways for customer/employee experience improvement by prioritizing strategic investments.
3
Why should we do it?
To predict how prescribed improvements affect financially relevant business outcomes prior to investment.
EPSI Approach provides 3 distinct benefits that address the questions above:
- Powerful Diagnostic CapabilitiesEPSI valid, reliable, and sensitive customer or employee experience measurement delivers metrics that managers can rely on to accurately assess the current anf future health of the organization.
- Prescriptive GuidanceAdvanced modeling algorithms quantify the link between perceived experience and customer/employee satisfaction, prioritizing the best course of action and helping executives and managers optimize resource allocation.
- Prediction of Future OutcomesEPSI cause-and-effect framework predicts future outcomes to serve as a basis for accurate return-on-investment (ROI) calculations, before investments are made.
The framework provides specific, quantifiable data about how changes to a process, service, aspect of quality, etc. will affect satisfaction and profits.
Connect with our research team to learn more about EPSI Methodology and how it can help you manage and improve the customer, employee experience – and directly tie those improvements to business outcomes.