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What is the Overall Experience Score (OES)?
Overall Experience Score (OES) is an innovative methodology for measuring and managing customer and employee experience, developed by InsightSofa. This methodology uses artificial intelligence to analyze the entire survey, including all questions and answers, in order to assign an overall survey rating on a scale from 0 to 10. Unlike traditional methodologies such as NPS, CES, or CSAT, which focus on only one question, OES provides more detailed and more accurate data for managing companies. More information about this methodology can be found here.
How does Overall Experience Score work?
InsightSofa artificial intelligence is used to analyze surveys, going through all questions and answers from the collected survey. Based on this analysis, it then assigns each survey several ratings on a scale of 0–10, from the perspectives of:
- Customer and employee satisfaction
- Customer and employee recommendation rate
- Ease of interaction with the company
- Relationship to the company (loyalty)
Each completed survey therefore receives 4 OES Scores on a scale of 0–10.
Overall Experience Score Trend Report – what will you use it for?
The Overall Experience Score (OES) methodology literally changes the game in the field of measuring and working with customer and employee experience. By analyzing the entire survey in full and then assigning ratings based on that, it is the most accurate methodology currently on the market. The OES Trend Report therefore shows the development of the customer’s overall opinion over time. It can be displayed from the following perspectives:
Customer and employee satisfaction
Customer and employee recommendation rate
Ease of interaction with the company
Relationship to the company (loyalty)
For example, if you select the perspective “Customer satisfaction,” the OES Trend Report will show you the development of the overall satisfaction of your customers, based on all the feedback the customer has provided (including sentiment analysis).
The Overall Experience Score trend report can be monitored for the whole company or for specific segments. While the report for the whole company provides a “big picture” overview of the entire company, for managing the company, segments will be more useful (e.g. what is the sentiment for a specific product, staff, country, region, etc.?). To display the exact segment you want to monitor, filters are used, which are located above each InsightSofa report.
Like every InsightSofa report, the OES Trend Report also includes a tabular section, which helps you when working with exact data or when exporting results to Excel.
For each displayed segment, you can generate a summary with one click that shows, across all respondents, a summary of what they deal with most, and what your strengths and weaknesses are for that segment.
