About Carre CX Expert
Carre CX Expert helps companies improve Customer Experience through research-driven insights, service evaluation, and customer-centric strategies that create stronger and more meaningful customer relationships.
The Standard for Service Excellence in Indonesia
From contact centers to digital touchpoints and walk-in branches — Carre monitors, audits, and benchmarks service quality so your brand consistently delivers memorable customer experiences. Our validated indices have been the industry KPI reference since 2005.
Our Vision
To become a reputable and inspiring branded service quality and customer experience wisdom center that enhances enterprise market opportunities, strengthens customer relationships, and promotes a positive business environment within society.
4 Steps to Monitor Service Quality
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Define your service level and quality level objectives.
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Conduct routine service quality monitoring with Carre CX Expert.
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Receive actionable business solutions based on monitoring results.
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Perform continuous and structured monitoring for sustainable improvement.
Why Clients
Trust Us
Delivering actionable insights and trusted research solutions that help businesses improve customer experience, strengthen loyalty, and make confident decisions.
Deep understanding of business & customer behavior
Trusted and measurable research methodology
Objective customer experience insights
Strong data confidentiality commitment
Consistent service quality improvement
Stronger customer loyalty & brand experience
Trusted by Industry Leaders
From growing businesses to enterprise organizations, our clients rely on our solutions to improve customer satisfaction and experience performance.
Our Expertise
We help companies monitor, evaluate, and improve customer experience across physical, digital, and contact center touchpoints using objective, structured, and customer-centric methodologies.
CCSEI™
CCSEI (Contact Center Service Excellence Index) is a comprehensive 12-month assessment framework by Carre that evaluates contact center service quality across multiple channels — including call centers, email, social media, live chat, and WhatsApp — using mystery call and mystery chat methodologies to measure key touchpoints such as accessibility, responsiveness, empathy, and problem-solving capability.
SQI™
Service Quality Index™ is a voice-of-customer survey measuring service quality experienced by customers across various industries including banking, insurance, telecommunications, retail, automotive, airlines, online shopping, and public services.
The survey is conducted across 4 major cities in Indonesia — Jabodetabek, Surabaya, Medan, and Semarang — involving more than 3,500 respondents to deliver comprehensive and data-driven customer experience insights.
ESEI™
ESEI (Excellence Service Experience Index) is a nationally-scaled, independent annual survey by Carre that measures in-person customer service quality through mystery shopping, where trained shoppers visit service offices, branches, outlets, or stores and evaluate performance across three core parameters — Sense Index (physical environment & comfort), Mood Index (service atmosphere & staff friendliness), and Solution Index (problem-solving effectiveness & product knowledge) — covering 23 industry categories with 136 brands evaluated across 16 visits per brand during January–February.
CJXI™
CJX Index (Customer Journey Experience Index) by Carre is a benchmarking program that measures how brands deliver seamless customer experiences across offline and online touchpoints, including branches, stores, call centers, websites, mobile apps, and digital platforms.
The index helps companies identify customer pain points, improve omnichannel journeys, strengthen loyalty, and accelerate customer-centric business transformation.
DIGICCXI™
DIGICCXI (Digital Channel Customer Experience Index) is an annual study by Carre that measures and benchmarks customer experience quality across digital channels — website and mobile apps — evaluating 134 brands across 22 categories and 132 brands across 21 categories through 6 interactions per brand over a 3-month period (January–March), based on key parameters including accessibility, navigation, business process, customer engagement, and solution effectiveness; providing companies with objective, data-driven insights to identify digital blind spots, benchmark against competitors, and drive improvements that directly impact user satisfaction, complaint reduction, digital adoption, and business revenue.
Mystery Shopping
CJX Index (Customer Journey Experience Index) by Carre is a benchmarking program that measures how brands deliver seamless customer experiences across offline and online touchpoints, including branches, stores, call centers, websites, mobile apps, and digital platforms.
The index helps companies identify customer pain points, improve omnichannel journeys, strengthen loyalty, and accelerate customer-centric business transformation.
Customized Monitoring
Tailored service quality monitoring solutions based on each company’s specific business objectives and operational needs.
Start Monitoring What Truly Matters.
"Bersama Carre bersama benchmarking — world class best practice service quality monitoring."