What does a truly great customer experience look like? We spend a lot of time thinking about this at Zingerman’s. In fact, we actively measure the customer experience by way of the Zingerman’s Experience Indicator (ZXI), which is our adaptation of the more commonly known Net Promoter Score. As Ari explains in this article, “the ZXI has provided a measurement tool to help us track and stay more focused on how well we raise every customer’s experience to a level of greatness. Briefly, the measure tracks customer response to the one ultimate question: “On a scale of 0 to 10, (10 being high), would you recommend Zingerman’s to a friend?” Nines and 10's are considered promoters, 7's and 8's are neutrals, and anyone who scores 6 or below is deemed a detractor.”
