An international system for measuring, auditing, and certifying customer experience through structured evaluation and verifiable evidence.
CX claims are everywhere. Proof is rare.
Every organization claims to be customer-centric. CX Standard certification provides independent verification — rigorous, auditable proof that your organization has met internationally defined criteria for CX excellence.
Certified organizations see measurable improvements in retention, NPS, and revenue — not because certification is magic, but because the process forces the structural changes that produce those outcomes.
See the Business Case ->CX Standard evaluates organizations across seven pillars. Each forms part of the base evaluation model. Weighting may vary depending on sector guidelines and evaluation scope.
Ease of access and quality of the first impression: accessibility, signage, facilities, and first contact impact.
Relationship quality and technical competence: empathy, listening, knowledge, and resolution capacity.
How fluid, fast, and obstacle-free the process is for the customer to obtain what they need.
Environmental conditions, cleanliness, equipment condition, and usability of physical and digital touchpoints.
Clarity, honesty, and proactivity of communication: products, prices, wait times, limitations, and service conditions.
Capacity to recover the customer relationship when something fails: speed, solution effectiveness, and follow-up.
Active management of the customer relationship beyond the transaction: loyalty programs, post-sale follow-up, and personalization.
Organizations are certified at the level reflecting their current CX maturity.
Complete compliance across all seven pillars. All Critical Indicators approved without exception. Complete Evidence Package submitted.
Everything in Standard, plus documented evidence of active continuous improvement in the last 12 months.
Everything in Advanced, plus a fully operational internal trainer system and satisfaction metrics integrated into organizational decision-making.
Four credentials for CX professionals at every career stage.
CX Standard applies to organizations with measurable customer interactions across physical, digital, and hybrid environments — across 14+ sectors.
Explore organizational and professional certification pathways under the CX Standard framework.