The Superior Customer Experience Award is now underway, and entries are encouraged from all areas of the business.

We will be participating in the Local Awards within our region, and in the Global Awards against other regions, in the three award categories:

1. NPS Performance & Improvement
2. Implemented Initiative
3. CEMEX Go Orders Adoption

 Below you can find some important facts about each category:

 NPS Performance & Improvement – reward segments, business lines or business units that provide a Superior Experience to customers, reflected in their NPS performance and improvement.

• 4 Awards for each of the function (Cement Commercial, Central Materials, Western Materials, Related Businesses*)

*RB only competes for Performance. This implies that RB could not complete in the Global Award.

• NPS Performance will have a weight of 40% over the total score. We will evaluate how well participants have done during 3Q 19 in terms of NPS, response rate, on-time follow up closure for Local and Global Awards. For the Global Awards, we will also consider data quality.
• NPS Improvement will have a weight of 60% over the total score. We will evaluate how much participants have improved between 4Q 18 and 3Q 19 in terms of response rate, promotor and detractor variation, on-time follow up closure, and average driver satisfaction score.
• Participants must have conducted the NPS for at least 4 consecutive quarters.

The Local Award Winner will compete as region-BL in the Global Awards. There will be one winner for the Global Awards.

1. Implemented Initiative – reward the most creative and effective initiative implemented that improves our customer experience.

• Entry Form must be complete and submitted to the Regional Customer Experience Office.
• The initiative must have been implemented in 2018 or 2019.
• Every European country can submit as many initiatives as they want, Regional Customer Experience Office will filter a maximum of 8 to present to the Customer Service Committee by the end of September.
• Local Customer Service Committee will vote on the top 3 winning initiatives for the Local Awards.

Local Award Winners will qualify to compete in the Global Awards. The Global Network Committee will vote on the winning initiative for Global Awards.

• CEMEX Go Orders Adoption – increase the Orders Adoption of CEMEX Go and recognise Sales Representatives and Segment Leaders with the best performance.
• CEMEX Go Orders Adoption =
• Sales teams are responsible for ensuring their commercial hierarchies’ information, based in the country ERP system (SAP in most cases), is correct and accurate.
• Award will be granted to the Sales Reps who obtain the highest average score in September 2019.
• Each segment will have up to 3 winners (salesforce level).
• Sales Representatives compete within their region (Europe) against other Sales Representatives of the same segment.*

*Analytical report will be available to track Sales Rep’s weekly performance. When clicking a name in the list the information on the right is updated showing only that person’s information. The Adoption Behaviour graph shows the selected person’s adoption evolution over the last 5 weeks vs. the segment average. Sales Reps will compete in segments according to the segmentation of their customers (Sales Reps serving more than one segment can participate in as many contests).

• Regarding GDPR (General Data Protection Regulation) we will show only top performers and hide the rest of information on dashboard for the other competitiors.

Local Awards are not qualifiers for the Global Awards since Segment Leaders are who compete at the Global Awards. There will be 1 winner per segment in the Global Awards.