CX Award - Entry Guide 2026 (Final) - Flipbook - Page 10
THE FIVE CORE SECTIONS
CX PERFORMANCE MEASUREMENT AND
FINANCIAL IMPACT
5
10
Evidence may include:
Customer feedback mechanisms.
Quantitative CX metrics (e.g. NPS, satisfaction scores,
helpdesk performance).
Feedback from occupier, employee, visitor or customer
surveys (last 18 months).
Findings of independent monitoring (e.g. mystery
shopping)
Evidence of trend analysis, learning and continuous
improvement.
Financial metrics demonstrating value for money:
Investment in CX initiatives
Return on investment (ROI)
Occupancy levels, retention rates
Rental performance or service charge value for
money
BCO Customer Experience Award 2026
