EMOTION IMPACT INDEX™

Measure the emotion. Change the outcome.

Reviews. Loyalty. Spend. It all comes down to how you make your customers feel.

The Emotion Impact Index™ measures those feelings – what caused them, and what they’ll do next – so you know what to change to keep them coming back for more.

It's the emotional insight the CX world has been waiting for.

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HOW IT WORKS

Actions. Emotions. Outcomes.

The Emotion Impact Index™ connects the dots between staff actions, customer emotions, and business outcomes.

It goes beyond standard measurement of the customer experience – using our proprietary machine learning models to pinpoint the specific staff actions that shape how customers feel, and what those feelings are worth to your business.

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"This is really exciting. I like how the EII focuses on emotions rather than an audit of standards. I can see this being really useful, particularly when it comes to benchmarking our venues against the industry average..."

Wayne Burton Global Director of Guest Insights, Merlin Entertainments

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LEEDS BECKETT UNIVERSITY

A trusted, validated benchmark

Over three years, we worked closely with Leeds Beckett University Retail Institute to develop survey questions proven to measure emotions that matter. We then curated and statistically verified a dataset covering thousands of customer interactions – the foundation of the proprietary machine learning models we built with our data science partner, PTR.

The result? One of the largest academically validated customer experience datasets mapping staff behaviours to business outcomes.

WHY IT MATTERS

Make your improvements count

What changes in staff behaviour will keep customers coming back? What improvements will actually increase average spend?

Here’s how the Emotion Impact Index™ is helping customer insight teams get the big calls right:

Cut to the chase

Not all behaviours are equal – uncover the ones that matter most

No more guesswork

See what needs fixing where – no more catch-all feedback

TRAIN ON WHAT MATTERS

Benchmark your performance vs that of your peers

Know where you stand

Benchmark the performance of your locations vs your peers

Predict the impact

Model how specific staff behaviours would affect business outcomes

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See the power of emotions for your business

Find out which actions make the biggest difference in your sector, and which emotions have the biggest impact on the bottom line.

Measure the emotion. Change the outcome.

Actions. Emotions. Outcomes.

A trusted, validated benchmark

Make your improvements count

See the power of emotions for your business

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