CXTRUST MARK Evidence Guide

Use the evidence your organisation already works with

CXTRUST MARK does not require applicants to redesign their operating system or complete a separate evidence workbook. My CXTRUST guides the organisation through the information needed and accepts the operational evidence already used to manage customer experience.

How evidence is submitted

1. Choose the CX reporting rhythm that fits your organisation: quarterly, half-yearly or annually.
2. Record the customer metric or result your team already monitors.
3. Briefly state what changed for customers and the improvement your team implemented.
4. Upload the existing report, dashboard export, management paper or operational record that supports the declared result.
5. CXTRUST correlates the claim and evidence and records the validation outcome inside My CXTRUST.

What strengthens validation

• Operational policies, governance records and implementation evidence tied to the declared scope
• Customer-satisfaction, NPS, CSAT, CES or other customer-performance reports showing the organisation and measurement period
• Survey methodology, response volume and source-system evidence where relevant
• Complaints, resolution, root-cause and service-recovery records
• Continuous-improvement records showing the problem, action taken and measurable customer outcome
• Independent or externally produced customer evidence where relevant

What will not prove a claim

• CXTRUST guides, templates, checklists or methodology documents
• Generic industry documents or unrelated standards reference material
• Blank forms, unsupported statements or marketing brochures
• Evidence belonging to another organisation, scope or assessment period
• Documents that contradict the claim they are meant to support

Validation outcomes

Supporting evidence may be marked Validated, Partially Validated, Not Validated, Review Required or Pending Evidence. Ambiguous evidence is not guessed through. My CXTRUST keeps the update, explains what needs attention and lets the organisation strengthen the evidence when ready.

Continuous validation

Recognised organisations can continue recording CX performance throughout the year using the rhythm that suits their existing operation. These validated updates build a longitudinal CX record and support reassessment, renewal and management reporting without repeating the annual application.

Confidentiality

Remove unnecessary personal customer information before upload. Evidence is used for assessment and validation and is not intended for public display.