Luxury Institute

NEW YORK | The Luxury Institute has developed a breakthrough proprietary set of metrics to measure the 'Customer Experience' in specific luxury goods and services brands vis-a-vis competitive category benchmarks. The metrics are currently in beta testing with major brands in several luxury categories. The survey, called the Luxury Customer Experience Index (LCEI), creates a set of measures and indices that capture the critical drivers for customer experience and goes beyond traditional and unilateral customer satisfaction studies. In addition, the LCEI delivers a critical set of metrics for customer problem resolution, customer loyalty/retention and customer referral for each participating brand.

The LCEI surveys a valid and reliable representative sample of wealthy customers who were actually users of the luxury product or service brand(s) over the past 18 months. "Today, most luxury purveyors deliver high-quality, competitive goods and services. Those are 'cost of entry' items for the luxury market", said Milton Pedraza, CEO of the Luxury Institute. "The next battleground for luxury is the Customer Experience, where luxury goods and services providers need an independent and objective set of standards that can help them measure, benchmark, and improve customer experiences on an on-going basis. With input from wealthy consumers and innovative luxury purveyors, the Luxury Institute's methods and metrics are setting the standards for measuring customer experience optimization in the luxury goods and services industry."

The LCEI is designed to cover individual brand, brand category and cross-category metrics. Initial categories include luxury fashion designers, luxury retailers, luxury hotels & resorts, luxury automobiles, wealth management services, etc. The survey evolved from the Luxury Institute's proprietary "Best Practices Survey", a quantitative survey with wealthy consumers as to what factors constitute optimal luxury customer experiences. Several leading luxury goods and services firms have contributed to the development of the metrics.

About the Luxury Institute | The Luxury Institute is an objective and independent research institution that focuses solely on the top 10% of America's wealthy. The Institute provides a portfolio of publications and proprietary research that guide and educate high net-worth individuals and the companies that cater to them on leading edge trends, consumer rankings and ratings of luxury brands, and best practices. Publications include the monthly Wealth Report, the Luxury Brand Status Index surveys, the Luxury Best Practices surveys, and the Luxury Customer Experience Index surveys. To reach the Luxury institute, please call 646-792-2669 or go to

Alexander Nichols
201-886-2465
The Luxury Institute, LLC