The Standard For Measuring Customer Experience In Retail
Independent store visits. Real customer focused outcomes. A single score that shows how retailers actually perform.
We independently assess in store customer experience across retailers using a consistent methodology.
Each visit produces:
• A Customer Experience Score (CXS)
• A breakdown of success, friction, and sentiment
• Operational observations from the shop floor
This creates a standardised view of how retailers actually perform for customers.
SERVICES
Independent CX Audits
We assess stores as customers experience them.
Each visit captures whether the customer achieved their goal, the friction they faced, and how the visit felt.
You receive a clear CXS score, key issues, and real examples from the shop floor.
CXS Benchmark Reports
We aggregate CXS data to show how your stores compare.
Across locations
Across formats
Against competitors
This reveals where experience is strong, where it breaks down, and where you are falling behind.
Built for leadership teams who need a clear external view.
Experience Improvement Priorities
We highlight the issues that actually impact customer experience.
Not long reports. Not generic recommendations.
Clear, focused priorities based on real store conditions and CXS impact.
Your competitors are being measured. Find out where you stand.
The score doesn't lie, CXS reveals what your customers are actually experiencing, store by store, visit by visit. Whether you're looking for a single trial report or a full regional benchmark, getting started is straightforward.
Ready to see how your stores score?
About CXS
CXS is a simple, standardised way to measure customer experience in store.
It answers three questions:
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Did the customer achieve what they came to do
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What friction did they face during the visit
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What was their overall impression
Each visit produces a score from 1 to 10.
CXS turns in-store experience into something measurable and offers actionable insights.
Why It Matters
Most retailers rely on internal metrics and customer surveys.
These often miss what actually happens in store and what obstacle’s customers face daily.
The Retail Report provides an independent, consistent view of:
• How stores perform in real conditions
• Where customer experience breaks down
• How retailers compare to competitors
This allows teams to focus on the issues that actually impact customers.
