Value Moments Expectation Score

The next step involves calculating the Value Moments Expectations (VME) score using the data and weights collected from the qualitative research conducted when identifying the Value Moments.

Value Moments Expectations tells you what customers would want in an ideal world. You can benchmark your actual performance against this VME score in order to see how well your customer service is performing.

A 5 point Likert Scale is used in order to calculate customers' expectations and the survey should be conducted with a sample size appropriate for the organisation.  The sample size used when determining the customer experience is an integral part of calculating your VME score.

View Stage 5: Compile Value Moments Questionnaire