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Nebula Metrics | Customer Happiness Standards
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Nebula Metrics Framework


Rocheston Customer Happiness Accreditation Standards is based on Nebula Metrics. It is a scientific methodology that measures customer satisfaction using proprietary patent-pending customer-oriented key measurement drivers.
Rocheston Accreditation Institute  | Nebula Metrics - Customer Happiness Standards
Enter the name for this tabbed section: Nebula Metrics

Rocheston Accreditation Standard is Based on Nebula Metrics


Nebula Metrics is a scientific measurement of tracking Customer Happiness. It is reported on a scale of 1-100 and driven by three critical dimensions: Tangible Value, Intangible Value, and Organizational Impact.

An organization’s business growth and survival is closely linked to and decided by Customer Satisfaction. However, in the new digital world, Customer Satisfaction is no longer enough. Organizations have to look beyond and target “Customer Happiness” as the means to long-term growth. As the saying goes, when the customer is happy, the business takes care of itself.
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Scope and Applicability

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Open to Global, Private, Public and Not-for-Profit organizations
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Operates as independent (stand-alone) and Comparable metric across time, industry, geography, products and services
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Organizations can apply to get accredited and get selected on “invite” basis
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A comprehensive “Introspective Self-Assessment” based system
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Presents a picture of the organization’s standing on delivering Customer Happiness.
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Considers 3 Dimensions and 12 Attributes
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Contains 500+ Questions spanning every aspect influencing Customer Happiness
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Enter the name for this tabbed section: Customer Happiness Index
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Customer Happiness Index (CHI) Accreditation Framework


An organization’s long-term business growth and survival are closely linked and decided by customer satisfaction. However, in the new digital world, customer satisfaction is no longer enough. Organizations have to look beyond and target “Customer Happiness” as the means to long-term growth. As the saying goes, when the customer is happy, the business takes care of itself.

From a business perspective, Customer Happiness is essentially a function of three major factors namely the outcomes, i.e., tangible and intangible benefits perceived and the driving force being Organizational Impact.Organizational Impact

Rocheston’s Customer Happiness Index Accreditation Framework provides an opportunity for organizations across the globe to assess themselves on where they stand in the Customer Happiness scale on an independent and comparative basis with some of the best organizations in the world.

Organizations are invited very selectively, and they can choose to get accredited by responding to a self-assessment questionnaire that evaluates all the above mentioned critical dimensions that lead to Customer Happiness. The assessment generates a set of scores which are then objectively weighted across the various attributes and dimensions to arrive at the final CHI Score. The CHI score presents an objective picture of how well the organization currently delivers Customer Happiness from an introspective view.

Rocheston then closes the loop for you by providing a dedicated, live and online Customer Happiness Portal (Nebula Metrics Portal). This portal captures real concurrent customer feedback on various aspects of their engagement and experience with the products and services of the client organization.

This information is fed back to the organization continually to calibrate their performance on the Customer Happiness journey, and valuable inputs, advice, mentoring and coaching is provided by us to improve Customer Happiness scores significantly, going forward.

Framework Architecture


The Rocheston CHI accreditation framework has the following dimensions with multiple attributes embedded therein.

Intangibles


  • Emotional Attachment
  • Consumer Confidence
  • Wow Factor

Tangibles

  • Accessibility
  • Presentability
  • Quality
  • Fulfillment
  • Relationship
  • Value

Organization Impact


  • Leadership & Strategy
  • Technogy & Innovation
  • Brand Equity
  • Ethics and Values
  • Social Responsibility
  • Employee Welfare

Cause-Effect Model


How well these components are linked with each other is explained by a well-validated Cause-Effect Model. The Cause-Effect model uses advanced algorithms to establish the magnitude of the relationship between the various attributes and dimensions that lead to Customer Happiness.

Globally it has been proven that the top 100 companies never stay there for more than 20 years, except for a few rare exceptions. Those companies that continue to remain in the top 100 do one thing very well - they keep their Customers happy and also stay profitable. If you wish to join them, Rocheston’s Customer Happiness Accreditation is the way ahead! We are ready to take off, are you ready.

Let’s energize, synergize and help you succeed!

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Customer Happiness Index (CHI) Core Components

  1. Intangibiles

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    Emotional Attachment

    Consumer Confidence

    Wow Feel

  2. Tangibiles

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    Accessibility

    Presentability

    Quality

    Fulfillment

    Relationship

    Value

  3. Organization Impact

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    Leadership & Strategy

    Technology & Innovation

    Brand Equity

    Ethics and Values

    Social Responsibility

    Employee Welfare

  4. Happiness

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Enter the name for this tabbed section: Methodology
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Nebula Metrics Methodology


Nebula Metrics Customer Happiness Index methodology is based on customer to business relationships covering service and satisfaction areas. The measurement contains 500+ questions spanning every aspect influencing Customer Happiness.

CHI – Question Logic


The Questions have been designed based on the following logic:

  • Very Rare (1) to Very Often (10) – Signifies Periodicity (Time) aspect
  • Very Poor (1) to Very Good (10) – Signifies Quality aspect
  • Very Slow (1) to Very Fast (10) – Signifies Speed speed
  • Very Low (1) to Very High (10) – Signifies Volume or Productivity aspect
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Efficient Processes

  • Effective need mapping
  • Clear Product Design
  • Process Definition
  • Adequate Documentation
  • Requisite Communication
  • Proper Understanding
  • Perfect Implementation
  • Periodic Reviews
  • Gap Closure Actions

Right People

  • Right Knowledge
  • Right Skills
  • Right Attitude

Modern Technology

  • Right Selection
  • Smooth Implementation
  • Efficient Tech Management
  • Timely Upgrade

Driven Culture

  • Engaged Employees
  • Rewards and Recognition
  • Teamwork and Motivation
  • Employee Loyalty
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Scoring Model – Rating and Weights


The scoring system covers three elements namely:
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Questions (Rated on 1 to 10 sliding scale)
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Attributes (Each Attribute has a weight (wi)
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Sum of Attribute Weights equals 100 (within a dimension)
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Dimensions - Each Dimension has a weight (wj)
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Sum of Dimension weights equals 100 (within the CHI Framework)

Causality – Effect Relationship

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The outcome of survey is CHI Score. This is a snapshot at a point in time
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Nebula Portal (Metrics) provides dynamic feedback on “real time” customer engagement experience with the client organization
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It creates a “demand pull” for clients to continually enhance CHI Score by successfully addressing Nebula inputs
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Rocheston will help clients to do it systemically and thereby drive CHI Scores by leveraging the “Causality Relationship Map”
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Enter the name for this tabbed section: Buy

Buy the Nebula Metrics Methodology Handbook

Rocheston Accreditation Institute  | Nebula Metrics - Customer Happiness Standards
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