Customer Experience Powered by Emotional Intelligence

What your customers feel drives everything that matters

CXPEQ helps businesses measure, understand, and improve the emotional quality of every customer interaction — through smart technology and expert guidance.

Explore Sonar App CX Consulting
📡

Sonar

Shopify App

Capture the emotional quality of every customer experience. Sonar replaces blunt star ratings with structured EQ feedback — giving you insights no review app can match.

  • Post-purchase EQ reviews on your thank-you page
  • Five dimensions: Connection, Ease, Trust, Value, Delight
  • Customer service feedback via shareable review links
  • Merchant dashboard with trends, insights, and verbatim quotes
  • Score distribution, strongest/weakest analysis, CSV export
  • Built on the CXPEQ Framework
View on Shopify App Store →
🧭

CX Consulting

Expert Guidance

When data alone isn't enough, CXPEQ brings 20 years of enterprise CX and crisis management expertise to diagnose what's broken, design what's needed, and train your team to deliver.

  • EQ audits — deep analysis of your customer experience gaps
  • Go to Green action plans — prioritised recommendations
  • Team training on empathetic service and active listening
  • AI-readiness consulting for CX automation
  • Crisis communication and escalation frameworks
  • Tailored to e-commerce, SaaS, and service businesses
Get in Touch →
The CXPEQ Framework
Two journeys. Nine dimensions. One truth.
Every customer relationship has two critical chapters: the moment they buy, and the moment they need help. Most businesses measure neither well. The CXPEQ Framework gives you the language to measure both.
1
The Purchase Journey
The buying experience shapes a customer's first emotional impression of your brand. Before they've ever spoken to a human, they've already decided whether you feel trustworthy, whether the experience was effortless, and whether they'd come back. These five dimensions capture that first emotional chapter — the one that happens in silence, between clicks.
🤝

Connection

Does this brand resonate with you? Does it feel like your kind of place — or just another store?

✨

Ease

How effortless was buying? Was the journey smooth from discovery to checkout — or full of friction?

🛡️

Trust

Do you trust this brand to deliver? Does the store feel credible, safe, and dependable?

💎

Value

Did this feel worth the price? Not just the product — the entire experience of buying it.

🎉

Delight

How excited are you about your purchase? Did the experience create anticipation and joy?

Then something goes wrong — or right
2
The Service Journey
The moment a customer reaches out for help is the most emotionally charged moment in the entire relationship. They're vulnerable, frustrated, or confused — and how you respond in that moment defines whether they stay or leave. These four dimensions measure the emotional quality of that critical interaction — the one that turns a complaint into loyalty, or a loyal customer into a lost one.
💛

Empathy

Did they genuinely listen and understand? Did you feel heard — or handled?

⚡

Responsiveness

Were they quick to help? Did they act with urgency — or leave you waiting?

🎯

Follow-Through

Did they do what they said they would? Did promises turn into action — or disappear?

✅

Resolution Quality

Was the outcome fair and complete? Did you walk away whole — or still unsatisfied?

How Sonar Works
From purchase to insight in four steps
Sonar captures what star ratings miss — the emotional quality of your customer's experience.
1

Customer buys

After checkout, your thank-you page shows the Sonar review widget

2

They rate the intangibles

Five quick sliders: Connection, Ease, Trust, Value, Delight. Under 30 seconds.

3

You see the signal

Your Sonar dashboard shows scores, trends, and real customer quotes

4

You act on it

Strongest and weakest dimensions highlighted with specific recommendations

The Founder
Monica
"I spent 20 years watching companies measure the wrong things — response times, ticket counts, NPS scores. None of it captures what actually determines whether a customer stays or leaves: how the experience made them feel."
After two decades leading global escalation management and customer experience transformation at Microsoft, Monica built the CXPEQ Framework to give businesses the measurement system that was always missing — one rooted in emotional intelligence, not just operational metrics. Sonar is that framework turned into software. CXPEQ Consulting is that framework applied by the person who built it.
20+
Years in CX
Microsoft
Enterprise Scale
EMBA
City St George's, University of London
Get Started
Ready to hear what your customers really feel?
Whether you need smart technology or expert hands, CXPEQ has you covered.
Install Sonar on Shopify Book a CX Consultation