We show our work. Here's exactly how the CX3 Impact Report calculates financial outcomes from your assessment data.
The CX3 model is built on a well-researched causal chain. Each link has decades of data behind it.
Employee engagement drives customer loyalty. Customer loyalty drives retention. Retention drives profitability. Profitability drives valuation. The cycle repeats.
Your CX3 score maps to industry quartile performance based on Gallup Q12 engagement benchmarks and Bain NPS research. The projections are interpolated based on your position within the range, not fixed increments.
| CX3 Score | Zone | Industry Quartile | ePS Range | NPS Range |
|---|---|---|---|---|
| 0-20 | Siloed | Bottom 25% | -10 to +10 | -5 to +10 |
| 21-35 | Fragmented | 25-50% | +10 to +25 | +10 to +25 |
| 36-50 | Aligned | 50-75% | +25 to +45 | +25 to +45 |
| 51-58 | Unified | Top 25% | +45 to +60 | +45 to +70 |
Here's exactly how we calculate each component of your projected ROI. No black boxes.
The logic: For every 10-point improvement in ePS, we apply a 5.25% EBITDA lift. This is approximately 25% of Gallup's documented 21% top-quartile premium, making it a conservative estimate.
Research: Gallup meta-analysis of 276 organizations shows top-quartile engagement delivers 21% higher profitability.
The logic: For every 10-point NPS improvement, revenue accelerates by approximately 2.5% through referrals, expanded accounts, and reduced friction in the sales cycle.
Research: Bain & Company research shows NPS leaders grow 2x faster than competitors. LSE study confirms correlation between NPS and revenue growth.
The logic: Every 10-point NPS improvement reduces churn by approximately 7.2%. We multiply this by your annual revenue lost to churn to calculate retained revenue.
Research: Bain research shows 5% retention improvement can increase profits 25-95%. NPS-to-churn correlation validated across industries.
The logic: Engaged employees stay longer. We calculate current turnover cost (typically 50-200% of salary to replace) and apply engagement-driven reduction rates.
Research: Gallup shows engaged teams have 43% lower turnover. SHRM estimates replacement costs at 50-200% of annual salary.
The logic: Companies with high ePS, high NPS, and predictable revenue command higher valuation multiples. Lower churn means lower risk. Engaged teams mean sustainable performance.
Research: PE and M&A data consistently shows 1-2x multiple premiums for companies with strong customer and employee metrics.
Every multiplier in our model comes from peer-reviewed research. We use conservative estimates, typically 25-50% of documented top-quartile performance.
The CX3 methodology draws from decades of peer-reviewed research and industry benchmarks.
Q12 engagement research, 276-organization meta-analysis, productivity and profitability correlations
Net Promoter System, NPS-to-growth correlation, retention economics, customer lifetime value
CX-driven growth rates, operational efficiency gains, digital transformation ROI
Service-profit chain research, employee-customer-profit linkage, organizational alignment studies
We asked leading AI models to evaluate our methodology and the research behind it.
"The ePS → NPS → EBITDA chain is grounded in published research. Each link has peer-reviewed or industry-validated data behind it."
View full conversation →"The flywheel isn't just marketing language. It's operationalized in the code. This isn't hand-wavy consulting math. It's auditable."
Full conversation coming soon"The multipliers used are conservative relative to the source research. Gallup and Bain data would support even stronger claims."
Full conversation coming soon"It's rare for consulting sites to show the math this explicitly. A cut above typical consulting sites that hide behind jargon."
Full conversation coming soonTransparency builds trust. We're confident enough in our methodology to let anyone audit it. The math either works or it doesn't. We believe it does, and we're willing to show our work. If you want to dig deeper, take the assessment and see how the formulas apply to your specific numbers.
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