ACES

The ACES model measures the customer experience you deliver by quantifying the performance of your order taking and fulfillment processes and the enterprise applications supporting it. Any organization that takes and fulfills orders can use the ACES model, whether it delivers products in response to call center orders or sells widgets online from a worldwide inventory. ACES measures the three critical business processes customers encounter every day, quantifying their experience as they deal with you. These are customer experience, fulfillment efficiency and costs, and the effectiveness of your IT systems supporting your ecommerce.