XLS action planner to prioritize CX measures
Free Excel template to prioritize customer experience measures using the ICE score
The ICE score for CX measures
Once customer feedback has been collected and measures for optimizing the customer experience have been derived, many people ask themselves how they should proceed when prioritizing CX measures. For this purpose, the ICE score is suitable, with the help of which you evaluate your CX measures based on the criteria Impact, Confidence, and Easy. This allows you to focus on the most promising CX optimization measures on a day-to-day basis.
The Excel file contains some sample data and instructions on how to use the template.
The Excel template:
- Phase in the customer lifecycle
Select from the drop-down menu the appropriate phase in the customer lifecycle in which a vulnerability was identified. - Problems, optimization measures and goals
Clearly summarize the problems identified, the actions derived, and the goals to be achieved by the action. - Calculate ICE Score
Based on the ratings of Impact, Confidence and Easy, the ICE score is calculated for each measure. A descending sorting directly shows you a reasonable prioritization of your CX measures.