CXTRUST MARK

What is CXTRUST MARK?

CXTRUST MARK is an independent customer experience assessment and recognition standard. It evaluates whether an organisation can demonstrate credible CX practices, evidence and customer outcomes within a declared scope. There is no popularity vote and no requirement to outperform another organisation.

Why should an organisation independently prove its customer experience?

CXTRUST MARK gives leaders, clients, procurement teams and customers a clear way to understand what your customer experience achievement means. 01 Prove your CX excellence Move beyond claims with structured assessment, evidence and measurable customer outcomes. 02 Build external confidence Give stakeholders a public verification record they can independently check.

What evidence does your organisation need?

CXTRUST MARK evaluates evidence relevant to the declared assessment scope. Use the normal operating records your organisation already relies on — provided they are credible, attributable and current enough to support the claim being made. 01Customer MeasurementNPS, CSAT, CES, survey outputs, response volumes, methodology and trend evidence.

What international standards inform CXTRUST MARK?

CXTRUST MARK uses internationally recognised service-excellence, customer-satisfaction and complaints-management standards as a reference foundation for its proprietary assessment methodology. PRIMARY FOUNDATION ISO 23592:2021 Service excellence — Principles and model Principal reference for service-excellence principles and outstanding customer experience.

How does CXTRUST MARK assess customer experience excellence?

A declaration alone is not enough. Higher levels require stronger implementation, measurement and evidence. 01DefinedA relevant process, policy or operating requirement exists. 02ImplementedThe practice is actively deployed within the declared scope. 03MeasuredPerformance is monitored using credible customer and operational measures. 04ProvenEvidence demonstrates sustained practice and meaningful customer outcomes.