Emotions and feelings are at the heart of customer experience since everything is tied to them. Feedbackly is the only CX software in the world that can help you reveal how customers’ emotions impact the revenue and churn of your business.
NPS can only be measured post-purchase, and CSAT is biased towards satisfaction and therefore cannot always be used for determining action points. While the KPIs like NPS and CSAT are pieces of the CX puzzle, emotions are what truly drive customers to buy or not. Emotions can be measured throughout the entire customer journey and they can be anything from sadness to joy. Since emotions and emotional experiences are more important to brands than ever, we felt that CX needed rethinking. This is why we created the Emotional Value Index (EVI®). Now you can measure your customer’s Emotional Experience and find which emotions you should evoke throughout your customer journey to convert more revenue.
Jaakko Männistö, co-creator of the Emotional Experience framework, CEO @ Feedbackly
The Emotional Value Index™ is an index that describes customers’ emotional state about a business. EVI® is calculated by categorizing the emotions into different clusters based on the effect and the amplitude of the emotion. The clusters have values -1, 0.33, 0.66, or 1. By calculating weighted averages of each cluster, you will get a number between -1 and 1. This can be then transformed into -100 to 100 on which EVI® is usually presented.
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We encourage businesses to understand their customers’ EE by using the methods and tools associated with the Emotional Value Index.™ However, it must be properly attributed and agreed upon by the owner of the concept prior to use. When implemented in the pursuit of a commercial enterprise, it must be used under license.
Any reference to EVI® or Emotional Value Index™ and related trademarks / Servicemarks must include appropriate attribution, as detailed below. EVI® and related trademarks may not be used commercially without Feedbackly ltd’s prior written consent in the form of an EVI® license. To be considered for a license, please contact us to discuss in greater detail.