QXscore, short for Quality Experience Score, is a metric developed by UserTesting that empowers digital leaders to measure the overall quality of a customer’s experience across various organizational touchpoints. Unlike traditional metrics, QXscore goes beyond quantitative data to incorporate qualitative insights, providing a comprehensive view of customer experience.


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What is QXscore used for?

With QXscore, leaders can quickly identify customer signals with a single 100-point score, weighted across specific metrics that directly reflect how customers engage with an organization's products and experiences. With this high-level scorecard, leaders can quickly understand and act on what's working and what's not with their overall customer experience.


What can you measure with QXscore?

QXscore is a standard score that combines these attitudinal and behavioral metrics to provide a complete measure of the digital experience. With it, organizations get an experience measurement of multiple metrics in a single experience score, including:

  • Usability
  • Task success
  • Customer satisfaction (CSAT)
  • Readability and trust
  • Appearance
  • Net Promoter Score (NPS)

How QXscore drives business results

  • Get actionable insights: QXscore provides specific, actionable insights into what aspects of the customer experience are working well and what needs improvement.
  • Benchmark progress: Organizations can benchmark their QXscore against industry standards and competitors to understand their market position and identify opportunities for differentiation.
  • Invest with confidence: With industry benchmarks, detailed customer feedback, and a comprehensive score, leaders can make informed investment decisions that lead to better business outcomes.