BCXI Methodology

Assessment Framework

BCXI measures customer experience across 10 core dimensions that are relevant across service sectors:

Access & Convenience
Digital Experience
Physical Service Experience
Customer Service
Speed & Efficiency
Product / Service Value
Trust & Security
Transparency
Problem Resolution
Overall Experience

Scoring

Respondents rate their experience on a scale of 1-7 for each item. Dimension scores are calculated as the mean of valid responses, scaled to 0-100. An overall BCXI score is computed when at least 8 of 10 dimensions have sufficient valid responses.

Benchmarking

Institutional aggregate scores are calculated when a minimum sample threshold is met. Scores are not publicly published without respondent consent and appropriate data governance.

Data Integrity

All submissions undergo server-side validation to ensure scoring accuracy. Responses are stored separately from respondent identity to protect privacy while enabling analysis.

Validation Status

The BCXI questionnaire is validation-ready. Initial deployments occur in validation mode (single institution per respondent) before moving to benchmark mode (multiple institutions).

Questions About Methodology?

For technical or methodological inquiries, contact us at research@bcxighana.org