COPC Standards

A Performance Management Framework for Customer Experience Operations

The COPC Standards provide a performance management system to improve operations that support the customer experience. Since 1996, COPC Inc. has developed and published the COPC Standards.

The most well-known Standard is the COPC Customer Experience (CX) Standard, which covers all operational aspects of the customer journey. While the COPC CX Standard can still be used with call centers, it also can be applied to any channel, from a retail store to a web-based service or social media.

The newest Standard is the COPC Indirect Procurement Standard.

Access the new COPC Indirect Procurement Standard here:

The Indirect Procurement Standard is a performance management system for procurement organizations to strategically manage their indirect spend.

Indirect Procurement Standard

Release 6.0 of the COPC Customer Experience (CX) Standards:

CX Standard, 6.0

Release 5.2 of the COPC Standards: