Developed and published by the Chair in Customer Experience Management, Department of Marketing Management
Faculty of Economic and Management Sciences, University of Pretoria
CE Index is a registered trade name and trademark of the University of Pretoria, and all Intellectual Property is protected
What is the CE Index?
The Customer Experience Index is a national benchmark developed by the head of the Chair in Customer Experience at the Unviersity of Pretoria - Prof Adré Schreuder. It is the new definitive model for measuring customer experience. The new CE Index contributes to a more refined understanding of quality, expectations, perceptions, customer value, and the emotional dimensions of customer experience, resulting in a modern and scientifically valid measurement model that will be used as an industry benchmark and national index of customer experience.
The CE Index Model
01
First of it's kind
It is the first of its kind type of measurement in South Africa. Measuring Customer Experience (end-to-end) – other indices only look at a specific aspects such as customer service, satisfaction etc.
02
Reliable model
The model provides empirical evidence that has been proven to be highly reliable. The Proof-of-Concept (conducted in 2023) phase included over 12000 F2F interviews that was included in the statistical analysis
03
Credible & sustainable
Creditability & sustainability achieved through the independent relationship between the University of Pretoria, the Chair of Customer Experience and the operational partners called CX Exchange (Pty) Ltd.
04
ROI
The outcome of the survey can provide our
customers with a Return of Customer Experience
Investment (ROXI) and an Experienced Based Growth Index (EBGI)
Contact Us
Location
University of Pretoria
Department of Marketing Management
Contact
Opening Hours
+27 82 452 1666
+27 83 564 6424
Mon - Fri
8:00 am – 5:00 pm