VMPI Calculations
The VMPI calculates the organisation's overall performance score by dividing the overall VMCE score by the VME score. The formula is as follows:
In order to effectively measure the overall customer experience, companies must accurately measure the contribution of each individual touch point as well as the overall level of customer satisfaction with the particular attribute. The Value Moments Performance Indicator is the first and only paradigm measure that allows you to achieve this.
Implement Value Moments
Value Moments Implementation Process:
- → Value Moments Concept
- → Implementation Process
- → Customer Experience Process Maps
- → Value Moments Identification
- → Weight the Value Moments
- → Calculate VM Expectation Score
- → Compile VM Questionnaire
- → VM Customer Experience Measurement
- → VMPI Calculations
- → Develop Action & Improvement Plan
- → Value Moments Reporting