CX Data, Measurement & Performance Services
Beyond NPS and CSAT, TCXA builds journey-based measurement frameworks that reveal real performance drivers, empowering teams to optimize CX with data-led clarity
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At TCXA, we identify and track the key metrics that define success across your customer journey.
By combining performance data with CX insights, we ensure continuous improvement that keeps your experiences relevant, effective, and aligned with business objectives. Our approach transforms raw data into actionable intelligence — highlighting what drives satisfaction, loyalty, and growth.
With a clear measurement framework in place, organizations can reduce guesswork, optimize every touchpoint, and evolve customer experiences to meet both current and future goals.
What we deliver
At TCXA, each service is delivered through a structured approach that combines strategy, collaboration, and measurable outcomes. Here is what you can expect when working with us.
Book a call !Journey-Based Measurement Frameworks
Map key CX metrics (leading and lagging) to every stage of your customer journey — from acquisition to loyalty.
VOC & Feedback Loop Design
Set up structured, scalable customer feedback programs across critical moments of truth — digital, physical, and service-based.
CX Dashboard & Reporting Architecture
Help you design or optimize CX dashboards for real-time visibility and team ownership.
Continuous Improvement Playbooks
Create rhythms and rituals around measurement — quarterly reviews, optimization sprints, and governance sessions.
Why
Data & measurements
Matters
What gets measured gets improved.
Understanding your customer experience isn’t about isolated surveys or once-a-year reports — it’s a continuous cycle of learning, adapting, and improving.
At TCXA, we help you turn CX into a measurable, manageable asset.
We align your customer journeys and key touchpoints with the right set of metrics — going beyond basic NPS or CSAT — to create a data model that reflects how your customers actually experience your brand across their lifecycle.
Because when you know what’s working (and what isn’t), you can act faster, optimize smarter, and invest where it matters most.
Ready to Measure What Matters?
Let’s design your CX measurement system—actionable, continuous, and outcome-driven.
Frequently asked questions
Find answers to the most frequently asked questions about TCXA’s Customer Experience services. Learn more about our approach, methods, and the value we bring across all CX disciplines.
How do you ensure CX measurement leads to continuous improvement, not just reporting?
We don't just create CXdashboards — we embed continuous improvement rhythms: monthly review cadences, KPI accountability models, sprint retrospectives, and strategic adjustment processes.
What are examples of good journey-aligned CX metrics?
Examples include conversion rates at consideration stages, onboarding satisfaction scores, resolution times for service issues, loyalty NPS post-purchase, retention rates at key renewal points, and customer lifetime value linked to journey improvements.
How long does it take to implement a new CX measurement framework?
Depending on scope, most engagements run between 6–10 weeks — including discovery, framework design, data mapping, stakeholder alignment, and reporting architecture setup.
Can TCXA integrate CX metrics into our existing dashboards or BI tools?
Yes. We adapt to your stack — Salesforce, Tableau, PowerBI, Google Analytics, custom CRM systems — and help optimize or restructure dashboards to embed CX KPIs visibly into daily operations.
How does TCXA help design feedback loops across touchpoints?
We help you set up structured feedback capture systems at key moments of truth — across digital, physical, and human-assisted touchpoints — ensuring continuous learning from your customers.
What types of CX data sources does TCXA work with?
We work with VOC data (surveys, reviews, feedback), digital analytics, CRM/customer behavior data, operational performance data (service levels, fulfillment rates), and direct customer interaction insights.
Is NPS or CSAT enough to measure our customer experience?
NPS and CSAT are helpful, but they only capture limited moments. We help you go deeper by aligning operational, behavioral, and sentiment-based metrics to each journey stage — creating a full performance view.
Why is measuring customer experience across the full journey important?
Because customer satisfaction doesn't happen at a single touchpoint. A journey-based measurement model uncovers hidden friction points, emotional drivers, and business opportunities across the entire lifecycle.
Can performance tracking be embedded into our existing dashboards?
Yes. We help teams integrate experience metrics into existing BI or reporting systems — making them visible, usable, and actionable across functions.
How does TCXA design a customer experience measurement framework?
We align CX metrics with business outcomes. This includes combining NPS, CSAT, CES, and operational data to create a custom measurement model tied to the customer journey.