# CX Index

> CX Index is the specialist Voice of the Customer (VoC) platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified since 2018 and rated 5.0 on Gartner Peer Insights. It collects customer feedback on every channel, ties each response to the Genesys interaction behind it, and turns feedback into cases, reporting and AI powered insight. Headquartered in Dún Laoghaire, Dublin, Ireland. Legal entity: Feedback Analytics Limited.

## Key facts

- Category: Voice of the Customer platform for contact centres
- Ecosystem: Genesys Cloud CX, listed on the Genesys AppFoundry (https://appfoundry.genesys.com/filter/genesyscloud/listing/1fd471fb-0c1e-4ec7-8a17-a9b869607b10)
- Compared with the Genesys native survey module: 37 requirements, 6 handled natively, 31 added by CX Index
- Security: ISO 27001:2022, hosted on AWS in more than 20 regions, supports GDPR, CASL, LGPD and PIPL
- Integrations beyond Genesys: Salesforce, ServiceNow, SAP, Power BI, Tableau, Snowflake, REST API, SFTP, Amazon S3
- Ratings: 5.0 on Gartner Peer Insights from 8 reviews, 4.7 on G2 from 12 reviews
- Customers include WMATA, Coca-Cola Europacific Partners, Ahold Delhaize USA, Super Group, Sedgwick, GNP Seguros, Fexco, ATB Financial and CarTrawler
- New product: Canary, an always on early warning that finds changes in customer data, explains them and acts inside Genesys
- Buying routes: Genesys AppFoundry, Genesys partners, or directly

## Pages

- [Home](https://cxindex.com/): the specialist VoC platform for Genesys Cloud CX
- [Canary](https://cxindex.com/canary/): the early warning in your customer data, next generation Voice of the Customer
- [Platform](https://cxindex.com/platform/): collect, understand, act and govern in one platform
- [Genesys native survey vs CX Index](https://cxindex.com/genesys-voc-comparison/): 37 requirements compared
- [Feedback](https://cxindex.com/feedback/): omnichannel feedback triggered by Genesys interactions
- [AI](https://cxindex.com/ai-innovation/): the Performance Index for agents, bots and blended journeys
- [NLP and sentiment](https://cxindex.com/natural-language-processing-sentiment-analysis/): LLM analysis of customer comments
- [Case management](https://cxindex.com/case-management/): AI assisted closed loop feedback
- [Social listening](https://cxindex.com/social-listening/): public feedback routed into the contact centre
- [Employee experience](https://cxindex.com/employee-experience/): surveys for contact centre teams
- [Reporting](https://cxindex.com/reporting/): scheduled reporting for executives, clients and analysts
- [OutLoud](https://cxindex.com/outloud/): compliant review invitations for every customer, formerly Social Advocate
- [Technology partners](https://cxindex.com/technology-partners/): Genesys focus and other integrations
- [Solution partners](https://cxindex.com/solution-partners/): partner programme and models
- [Trust centre](https://cxindex.com/trust-centre/): security, hosting and data
- [Resources](https://cxindex.com/resources/): case studies, guides and briefs
- [Blog](https://cxindex.com/blog/): asking the awkward questions in customer experience

## Solutions by sector

- [Solutions](https://cxindex.com/solutions/): Voice of the Customer programmes by sector
- [Banking](https://cxindex.com/banking/): Hear the warning signs before a customer switches
- [BPO](https://cxindex.com/bpos/): Prove the value you deliver to every client
- [E-commerce](https://cxindex.com/e-commerce/): Find out what is costing you repeat orders
- [Healthcare](https://cxindex.com/healthcare/): Patient experience from the very first call
- [Insurance](https://cxindex.com/insurance/): Fix the claim while it is still open
- [Public sector](https://cxindex.com/public-sector/): Services measured by the people who use them
- [Retail](https://cxindex.com/retail/): Stores, online, delivery and loyalty in one programme
- [Technology](https://cxindex.com/technology/): Tie feedback to accounts, products and releases
- [Travel and transport](https://cxindex.com/travel-transport/): Reputation, disruption and recovery
- [Utilities](https://cxindex.com/utilities/): Outages, bills and vulnerable customers
- [About CX Index](https://cxindex.com/company/): founded in Dublin in 2012, our story and how we work
- [Contact](https://cxindex.com/contact/): demo, support, partners and privacy

## Blog

- [Containment measures the bot. Who is measuring the customer?](https://cxindex.com/blog/containment-measures-the-bot/): Containment is the number every AI business case is built on. It tells you the bot finished the conversation. Whether the customer's problem went away is another question entirely.
- [Want to stand out in customer experience? Find the blind spots.](https://cxindex.com/blog/find-the-cx-blind-spots/): Copying what the best do well makes you a weaker version of them. The advantage is in the moments your competitors get wrong.
- [How to get higher survey response rates](https://cxindex.com/blog/survey-response-rates/): Seven ways to lift response rates on email, chat and voice surveys, typical ranges by channel and what low response rates cost a VoC programme.
- [Voice and IVR survey design: what to get right](https://cxindex.com/blog/voice-survey-design/): How to design IVR and voice surveys: prompts, length, triggers, speech versus keypad, avoiding agent bias and privacy.
- [SMS survey design: what to get right](https://cxindex.com/blog/sms-survey-design/): How to design SMS surveys: length, question types, conversational and link based formats, triggers, opt out rules and regulation by country.
- [Chat survey design: what to get right](https://cxindex.com/blog/chat-survey-design/): How to design surveys for online chat: objectives, timing, in chat versus weblink formats, length, triggers and closing the loop.

## Guides and comparisons

- [Strategic Voice of the Customer](https://cxindex.com/strategic-voc/): what strategic VoC is and how to build it for a contact centre
- [Voice of the Customer glossary](https://cxindex.com/glossary/): plain definitions of NPS, CSAT, CES, containment and more
- [CX Index and Qualtrics on Genesys Cloud CX](https://cxindex.com/cx-index-vs-qualtrics/): a sourced comparison for Genesys contact centres
- [CX Index and Medallia on Genesys Cloud CX](https://cxindex.com/cx-index-vs-medallia/): a sourced comparison for Genesys contact centres
- [Reviews and ratings](https://cxindex.com/reviews/): Gartner Peer Insights and G2
- [David Heneghan](https://cxindex.com/company/david-heneghan/): co-founder and CEO

## Results

- ATB Financial, a major North American bank: NPS up 30% and survey responses up 500%
- A large UK grocery retailer: response rates up 300% after switching from its previous provider, now over 1.2 million responses a year
- An Irish grocery retailer: NPS up 43%
- An Irish grocery group: AI written action reports delivered every month to 223 stores
- A major Mexican insurer: 1.2 million customer responses captured in 2025
- A global BPO: PDF, PowerPoint and CSV reports delivered to more than 200 of its clients
- A major furniture retailer: feedback by SMS, voice, email and in store QR codes, including ratings for delivery drivers
- A US utility: responses up 300% straight after switching to CX Index from its previous provider
- An Irish state agency: feedback, appointment scheduling and reminders for a national programme of Building Energy Rating assessments
- Our first enterprise customer has been with us for more than thirteen years