The Emotional Value Index (EVI®) is the only standardized way of measuring Emotional Experience in a commercial environment. And Feedbackly is specialized in it!
The power of emotions
“Consumers report comparing multiple competing brands and price points when evaluating a purchasing decision, research indicates that this is not actually the case.” – Harvard professor Gerald Zaltman
Emotion is what really drives purchasing behaviors, and also, decision-making in general.
percent of purchasing decisions are emotion-based.
Research shows
Most businesses are still measuring customer experiences as they did in the 1970s, while innovative and forward-thinking organizations measure customers’ emotional experiences. The world has changed – have you?
What is EVI®
CSAT, CES, and NPS are good, but they are not enough in many cases. Emotions go beyond the willingness to promote and recommend as well as the ease of use or doing business. EVI® gives deep insight into what actually makes your customers recommend, purchase or churn.
The EVI® circular-form survey allows you to measure a range of emotions with greater insight than traditional, linear surveys. The nine emotions to the wheel are selected carefully based on extensive research in collaboration with industry-leading businesses.
In the EVI® Survey Analytics, you can analyze the emotions customers feel separately, get a simplified overview with Emotional Value Clusters or use a universal comparable EVI® number that gives you valuable insight in a blink of an eye.
EVI® can be measured at pre-purchase as well as at post-purchase journey stages allowing you to get the most accurate overview of your entire journey.
What does EVI show you?
The EVI® value is always between -100 and +100. This value shows you if your business is evoking emotions that are driving your growth or if are you blocking it.
You are evoking only emotions that drive your strategy and growth (more sales).
You are evoking only emotions that go against your strategy and create churn.
The bigger your EVI®, the better you support your growth goals. Simple as that.
Why you should measure EVI®
EVI® strongly correlates with purchase behavior and customer spending – by optimizing EVI®, you are optimizing the growth in your sales.
What is EVI® and why it is important, how to measure and how to calculate EVI®, what you can learn from EVI®, and more.
“Thanks to Feedbackly and the EVI® methodology, we have been able to identify what makes our eCommerce store visitors convert to customers. Web store pre-purchase EVI® score and website conversion rate go hand in hand. This is simply powerful.”
– Sara Toivakainen, Chief Customer Experience Officer
All you need to know about how to measure and use Emotional Value Index (EVI®) to grow your business.
Free webinar
Minna Killström and Jaakko Männistö talk about what is Emotional Experience, how it impacts business revenue, and how you can measure and manage it.
Free webinar
Learn why Stockmann, one of the biggest retailers in Finland, is measuring Emotional Experience, how they are doing it, and what has been the impact and results.
We have helped 400+ businesses worldwide keep their customers happy. We can deliver your business results to smile about, too.
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