Sandbox Frequently Asked Questions

• The CX Roadmap Certificate may be used on Customer’s website, publications, documents and other promotional materials during the term of this Agreement. The following are the sole communications that can be used to discuss the ratings externally. Anything below the beyond requires Bain’s prior written consent.
• Customer has been officially accredited with a coveted <one-star/two-star/three-star> rating, on a 3-star scale, by Bain & Company across over 50 Customer Experience capabilities and standards. We have demonstrated a <very good/outstanding/world clas>> approach in the area of <insert pillar and/or standard>.
• Statements provided in the assessment report and action plan can be used for communication as well, provided they are not edited or used in a way that would change the meaning, intent or accuracy of such statement.
• Any use of the CX Roadmap Certificate shall include the following attribution and disclaimer: "Note: CX Roadmap is a proprietary rating of Bain & Company, Inc. ("Bain"). Bain does not certify or endorse any Customer product or service."
• Customer must not make or permit any misleading statement regarding its CX Roadmap Certificate, the scope, rating and/or standards covered by the CX Roadmap Services.
• The CX Roadmap Certificate must be used in the form as provided. Any changes such as the changing of shape, color, or wording, or otherwise, are not permitted without Bain’s prior written consent.

Following the CX Roadmap process, you will be awarded a shareable CX rating (1/2/3 star ratings), valid for 12-months.

Yes, an internet connection is required to log in and view your online course. All courses offer a range of multimedia features, and we recommend that you have a good broadband or network connection for the optimal experience.

• Web Browsers: We support the current and the previous major release of Chrome, Firefox, Safari, and Microsoft browsers. This currently includes Microsoft Edge and Internet Explorer.
• Mobile Browsers: Current and previous Android versions; Current and previous iOS versions

• When uploading evidence on the platform, the following file types are supported: .PNG, .JPG, .DOCx, .DOC, .PDF, .XLSx, .PPT, .PPTx, or .TXT. 
• Please note the platform does not support email and html uploads (.EML, .MSG, .HTML).
• If you need to submit evidence in the form of an email, please take a screenshot (saved in PDF format) or paste the image directly into a Word document - this method is preferable. 
  
  

Currently, English is the only supported language

If you need to update your current email address, please reach out to your dedicated Customer Success Manager and let them know your new desired email.

• Once logged into the platform, navigate to the top-right corner, click ‘Profile’.
• Here, you can update your first and last name, clicking ‘Save’ to save all changes. 

• Once you’ve entered your email address on the accreditation site, click on the ‘Forgot password?’ button below. 
• You’ll be prompted to enter your email address; upon doing this we will send you instructions to reset your password.

• Go to https://mycx.npsx.com/
• This will prompt you to enter your email & password and click on log in.
• Choose the option for Kinetics to access our platform.
• On the pop up window click on link Don't remember your password? to reset your password

To change the email address on your account please reach out to to our support team on [email protected] where they can action this for you.

• Go to https://mycx.npsx.com/
• Enter your email address and click on Don't remember your password? and follow the on-screen instructions. You will then receive an email with further instructions to reset your password.

• Time saved running customer analysis
• Money & investment saved – internal investment to build capabilities is expensive
• Informs decision making with data (not just an idea that gains consensus)
• Quantifies the impact of customer experience improvements/initaitives
• Frees up resources to focus on other enterprise initiatives (e.g. data science doesn’t have to be involved perpetually)
• Offers single view of customer

12+ of NPS/Survey data is ideal (this feeds into accuracy of forecasts so the more we have, the better), best to start somewhere with realization it will get more accurate over time. Contextual data for customer should be a similar time period (i.e. 12+ months). Operational data: 6 months before survey date would be perfect.

We receive .txt, csv, xlsx and open in other platforms (e.g python) where we start to inspect the data, etc. For example, we may receive web logs that are 40Mo lines. It requires a more sophisticated platform than excel. We typically create an SFTP site for them to upload to.

• First analytics platform built exclusively for CX
• The only tool going beyond survey data to give the most well-rounded understanding of your customer
• Strong AI/ML capabilities enabling you to build ‘the future’ of customer intelligence"

Rooms are spaces for sub-communities of the wider CX community. They contain content relevant to the members in question and - more importantly - are home to conversations with like-minded others. Anyone can access rooms and take part in conversations. Simply click on the room you’re interested in to view the content and click into the Conversations tab to see what’s going on.

Only the admin team can create rooms, but we’d love to hear your ideas for new rooms. Reach out to an NPSx Admin with details on your proposed room and we’ll get back to you with our feedback.

Channels are spaces for posts, videos and documents on a specific topic. Visit the channels on the subjects that are of most interest to you. You can read all the latest insights from the NPSx community in the channels.

Conversations take place in rooms, dedicated spaces for special interest groups. Anyone can take part in any conversation in any room. Simply click on the room in question and then the Conversations tab. You’ll either see the active conversations in the room or a message that tells you ‘There are no conversations in this room’. If that’s the case, don’t be shy! Feel free to start a conversation on a topic of relevance to the room in question. Click the “Start a conversation” button and enter your conversation opener, be it a question, an opinion or a link to something interesting, and expand on your opener in the “What’s on your mind?” box. Click Post and wait for the responses to come in! You’ll be notified by email when they do. To take part in an active conversation, click the title of the conversation you want to join and enter your response in the “Leave a reply” box before clicking the Reply button. The person that started the conversation and anyone that has previously taken part will be notified by email about your reply and invited to respond, which you can do by email.

The latest content is always available on the homepage. But as our community develops, you’ll have access to a wealth of great content on a whole host of subjects. To find what you need, either browse the channels (accessible in the left-hand menu) or rooms or use the search bar at the top of the site to search for content and experts on the subjects that interest you.

When you click on a member's avatar anywhere on the site you will see their profile page, which contains a variety of information to help you get to know them better. The best way to communicate with your fellow community members is to start a conversation, which you can do by clicking on the "Start conversation" button under their avatar. Alternatively, you could start a conversation in the relevant room and see who jumps in!

Following is a great way of making sure you don’t miss out on the expertise that matters to you. By following a feature expert or other community member, you will be notified by email whenever they create content or start a conversation. What’s more, they will be notified by email when you follow them, so it’s a great way to introduce yourself! Wherever you see a member’s avatar, you can either click on the “follow” button alongside or click their avatar to be taken to their profile page, on which you will find a “follow” button. If you don’t want to be notified by email when you are followed, you can opt-out of this email in Notification Preferences in the Account Settings section.

A post can be deleted by going to your avatar (profile picture) in the right upper corner, then go to "your posts", click on the three dots next to the post you would like to delete and click 'delete'. Or you can go directly to the post, click on 'edit' and press 'unpublish'.
With a conversation (which you start within a room) or comment (e.g. under a post), it's different - you will need to get in touch with NPSx Community admin and they can block the comment or conversation for you so that it won't appear on the site. Get in touch directly with an NPSx admin using their profile, or drop us an email at [email protected].

The NPSx Community is a private community for CX leaders and practitioners and not accessible to the public. Your profile (unless you decide to make it private) is viewable by other community members and is a great way to start a conversation or follow others in the community.

Your profile is your way of helping the network get to know you, demonstrating your expertise and interests and showcasing your contributions. To edit your profile, visit the Edit Profile page under your avatar to the top right of the site. Here you can edit your personal details (name, organization etc.), create your bio, provide contact and social media details (if you like), and more.

To edit your email notifications, visit the Account Settings page under your avatar to the top right of the site. Scroll down and click on 'Notification Preferences'. When your notification is switched on, the toggle will appear in bright green. When your notifications are off, this will be indicated by a grey toggle.

Profiles with avatars get more views and they help the community get to know you so make sure you’ve got one! To set or edit your avatar, click on your avatar and go to the “Edit Profile” page. You’ll see the tool for changing your profile picture at the top of the page. Top tip: your Twitter avatar will be the right size for this, so why not use that?

Please email us at [email protected] or reach out to an NPSx Admin on the community!