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.

View Stage 8: Develop Action & Improvement Plan