VALUE EXPERIENCE SCORE · VXS
Does the customer feel valued?
This is the next question. Not "is the customer satisfied?", not "would the customer recommend us?", but the question that reveals the future of the relationship. Take the customer experience to the next level with the Value Experience Score, the indicator that measures what no traditional KPI captures.
How many times have you recommended a company, yet felt distant from it?
How many times have you renewed a contract out of convenience, without feeling your loyalty was recognized? How many times did you give a high score in a survey, but knew, deep down, there was no real bond there?
If you've experienced this, you're not alone. You've lived the biggest gap in modern relationship management: the difference between being served and being valued. And it's from this gap, this perception that something fundamental wasn't being measured, that the Value Experience Score was born.
The satisfied customer buys. The valued customer stays, expands, and defends.
For years we've talked about generating value for the customer: products, services, the "wow" effect at every turn. But we rarely ask whether the customer feels valued by the company. That shift in perspective is the heart of VXS.
Value, here, is neither a fair price nor fast service. Value is recognition. It's the customer feeling that the company considers them part of something bigger. It's the experience of being seen, understood, and respected.
Get the book"How valued do you currently feel by our company?"
A central question, four decoding questions that reveal the why and the journey, four valuation zones, and thirteen strategic cross-analyses. From this simple structure comes a complete experience management system. Understand VXS in depth →
VXS doesn't replace your indicators. It completes them.
NPS, CSAT, and CES brought important contributions, but they measure a piece of the problem. They capture what the customer does: repurchase, recommendation, usage. VXS captures what the customer feels: the perception of being valued. And it's that emotion that sustains everything else.
See the full comparison
"Measuring VXS with customers adds the emotional dimension that was truly missing in companies, one that sustains real loyalty and turns satisfied customers into Customer-Promoters."
Roberto Madruga, creator of the Value Experience Score
VXS × NPS × CSAT
Why VXS is complementary, and what the cross-analyses reveal: silent churn and volatile accounts.
Learn more →VXS in B2B and B2C
Where there's a bond, there's VXS. And the difference between transactional and relational VXS.
Learn more →VXS (Customers) and eVXS (employees)
eVXS: valuation measured inside the organization too, with the internal audience.
Learn more →VXS by industry and company size
From megacorporations to small businesses: what changes in how you implement VXS.
Learn more →The author
Roberto Madruga, creator of VXS and one of Brazil's biggest references in customer experience.
Learn more →Implement VXS
Bring the Value Experience System to your company, from diagnosis to culture, with Conquist.
Learn more →