How QX is Calculated

QX is a weighted average of multiple criteria, scored from 0-100.

Support Quality

Speed

How quickly and efficiently support interactions are handled:

• First Response Time
• Time to Close
• Response Time Between Messages

Happiness

Customer satisfaction and emotional experience:

• CSAT Scores
• Support-Related NPS
• Bot Resolution Rate
• Sentiment Analysis

Quality

Professional communication standards and attention to detail:

• Language Quality (spelling, grammar, punctuation)
• Professional Standards (avoiding typos, abbreviations)
• Attention to Details
• Correct Instructions and Procedures
• Formatting and Readability
• Tone of Voice
• Clarity and Conciseness
• Friendly Communication
• Information Relevance
• Internal Comments and Documentation
• Correct Classification

Compliance

Correctness, security, and adherence to standards:

• Information Security
• Policy Compliance

Product & Service Quality

QX also analyzes broader patterns in customer feedback to identify product and service issues.

Customer Experience Dimensions

Tracking sentiment across key product attributes:

• Value Perception (affordable vs. expensive)
• Performance (fast vs. slow)
• Trust and Credibility

Trend Analysis

Identifying patterns that indicate systematic issues or opportunities:

• Contact Rate
• Growing Feature Requests
• Recurring Problems
• NPS Trends

Multi-Channel Insights

Beyond support tickets, QX incorporates feedback from social media (X, Reddit, YouTube), NPS surveys, and other customer touchpoints.

Methodology

Each criterion is evaluated and weighted based on its impact on overall customer experience quality. The final QX score represents a view of support performance, combining quantitative metrics and qualitative assessment.