CXTRUST MARK publishes the principles that govern assessment, evidence integrity, recognition status, renewal and administrative review.
CXTRUST MARK is independently developed and administered as a proprietary customer experience assessment and recognition standard. Methodology versions are identified so the basis governing each assessment can be traced.
Recognition is not created by payment or discretion. The published scoring model and mandatory qualification gates determine whether the CXTRUST MARK can be issued.
Applicants are responsible for submitting accurate, relevant and lawful evidence for the declared scope and period. Materially misleading or unsupported information can invalidate recognition.
The core evaluation is automated against defined scoring rules. Administrative review is limited to factual, data-processing or administrative errors and does not override qualification requirements.
Recognition applies only to the scope declared and displayed in the public verification record. It must not be represented as covering unassessed parts of an organisation.
Recognition is time limited. The public record shows the issue date and renewal due date, and renewal requires reassessment against the methodology applicable to the renewal cycle.
CXTRUST MARK may suspend or withdraw recognition where the record is materially inaccurate, misleading, unsupported, misused or no longer valid.
Relevant international reference standards are monitored. When a reference is revised, superseded or withdrawn, CXTRUST MARK evaluates whether the methodology should be updated.
A completed application creates no entitlement to a CXTRUST MARK. Recognition is generated only when the applicable score and mandatory gates are met.
If the organisation is not yet ready, the 90-Day Improvement Window provides time to improve and resubmit evidence. The standard itself is not lowered.
Publishes a unique verification ID, scope, methodology and current record status.
Stakeholders can check the recognition rather than relying on a badge image.
Links recognition to the methodology used at the time of evaluation.
Creates traceability when the standard evolves.
Requires reassessment rather than permanent recognition.
Encourages continued evidence and customer-performance discipline.
Allows factual or processing errors to be reviewed without waiving published gates.
Supports fairness while protecting consistency.
Review the standards foundation, scoring model, evidence rules and qualification gates governing CXTRUST MARK.
