The Expected Experience Exception Score (EEES)™
What is it?
A multidimensional composite metric that sums up the total number of expected experience interactions and divides it by the number of exceptions with a weighted factoring scale, based on the positive and negative variance from expectance, that dynamically adjusts over time.
A Different Way to Think About CX Measurement
For any given customer experience, here is a metric that can be used to help measure the percentage of times that the baseline experience was delivered as expected vs. excepted, regardless of whether the deviation from the norm was positive or negative.
Metric Definition
This metric can be a user-level metric (# of times a user experiences the exception) or and experience-level metric (cumulative # of times for all users). In this example, we will use a user-level metric to quantify the excepted experience vs. the expected experience. This is not factoring in whether it was a positive or negative deviation, just the % of times the experience was different over a specific time period.
Example – LinkedIn Post Functionality
There are a number of reasons why a post could not be made, ranging from user issues (i.e. network connectivity, outdated mobile apps) to platform issues (i.e. software bugs, testing unstable features), but when it happens the experience is not in line with expectations and this creates experience friction.
The EEES Score
The ‘simple’ score, allows for the establishment of a baseline measurement which can be used MoM, QoQ, YoY in tandem with a multidimensional set of experience cues that positively enhance or negatively detract from the expected experience (The “Sophisticated EEES™”).