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Overall Experience Score (OES)

Published on: Published in: AI-LAB-Methodologies

What is the Overall Experience Score?

The Overall Experience Score (OES) is an innovative methodology for measuring and managing customer and employee experience, developed by InsightSofa. This methodology uses artificial intelligence to analyze the entire survey, including all questions and answers, to assign an overall survey rating on a scale from 0 to 10. Unlike traditional methodologies such as NPS, CES, or CSAT, which focus only on a single question, OES provides more detailed and accurate data for company management.

How Does the Overall Experience Score Work?

InsightSofa’s artificial intelligence analyzes surveys by reviewing all questions and answers from the collected survey. Based on this analysis, it assigns several ratings on a scale from 0 to 10 for each survey, from the perspectives of:

  • Customer and employee satisfaction
  • Likelihood of customer and employee recommendation
  • Ease of interaction with the company
  • Relationship with the company (loyalty)

Thus, each completed survey receives 4 OES Scores on a scale from 0 to 10:

Overall Experience Score

What Does the Overall Experience Score (OES) Offer?

One of the main advantages that OES offers is the ability to view survey results from specific perspectives. These perspectives are:

  • Customer and employee satisfaction
  • Likelihood of customer and employee recommendation
  • Ease of interaction with the company
  • Relationship with the brand

For all these perspectives, the Overall Experience Score (OES) provides deep insights into their development, causes of satisfaction/dissatisfaction, and other important data for the company.

For each of the above perspectives, you can then track the overall trend development:

Overall Experience Score Trend

Or comparative reports based on selected segments:

Overall Experience Score Segment

Main Advantages of the Overall Experience Score (OES)

Comprehensive and Holistic View of Customer and Employee Experience

OES takes into account all aspects of customer interaction, providing a complete view of the overall customer experience. Unlike NPS, CES, and CSAT, which focus on individual questions, OES analyzes various dimensions of interaction, offering deeper and broader insights into the customer experience.

Identification of Specific Areas for Improvement

OES allows identifying specific areas where improvement is needed by evaluating the entire survey, not just one question. This enables companies to target their resources and efforts on specific aspects of the customer journey that require the most attention.

More Detailed Personalization

By analyzing all questions and answers, companies can better understand the individual needs and preferences of customers. This deeper insight allows for the personalization of services and offerings, leading to higher customer satisfaction and loyalty.

More Accurate Prediction of Customer Behavior

OES provides detailed data that can be used to more accurately predict future customer behavior. With a more comprehensive understanding of the customer experience, companies can better anticipate trends and behaviors, allowing for proactive and more effective customer relationship management.

Informed Strategic Decision-Making

The detailed and comprehensive data obtained from OES provides company leadership with a stronger foundation for strategic decision-making. OES offers actionable and specific reports that can be used for planning and implementing initiatives aimed at improving the customer experience.

Higher Employee Engagement

Detailed feedback from OES can increase employee engagement and motivation by providing a clearer understanding of how their work directly impacts the customer experience. This can lead to better performance and higher quality of service.

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