Recognising customer experience excellence

Global Reviews publishes the Customer Experience Index (CEI), the leaderboard of customer experience excellence. Each year, results are collated from hundreds of CE Benchmark studies for sales and service experiences delivered through channels such as websites, contact centres (phone & email) and branches.

Top performers recognised

Top performers from each industry's CEI are recognised for their achievements and commitment to delivering top class customer experiences. Global Reviews studies reveal the shifting demands of consumer expectations within and across industries and underscore the importance of a consistent benchmarking program to maintain relevance and competitiveness.

Leaderboard winners are issued with an award certificate and have the option to publish a Global Reviews award icon. While only subscribers to the Benchmark are permitted to use and promote the award, the symbol represents achievement of best practice in delivering great customer experiences.

A media campaign for each release of an industry CE Index, including posting the results on our website Leaderboard and publishing industry focus articles in the media. Global Reviews also participates in joint marketing activities with award winners.

CEO Greg Muller says "we have a reliable, objective and rigorous method of measuring the quality of a customer's interaction with an organisation. It is clear from our research that there are some organisations that focus on creating environments where customers feel supported, empowered and wanted. An awards and recognition program is a natural step in recognising the investment these organisations make in their people, processes and systems, as well as increasing awareness of global excellence standards across industries”.

Award levels

There are three award levels:

• Interim winner- Winner of an industry-specific part year benchmark leaderboard within a region
• Annual winner- Full year winner of an industry-specific benchmark leaderboard within a region
• Global winner - Full year winner of an industry-specific benchmark leaderboard across all regions