Report: Analyze customer experience
Use
This report uses an infographic to visualize how customers experience their interaction with the company during a customer journey and is intended to help identify customer satisfaction as well as customer issues.
The following information is evaluated and displayed:
Customer journey steps with customer touchpoints
The representation of the infographic is optimized for up to eight customer journey steps per model. If this number is exceeded, it can lead to representation problems.
Moment of truth and pain points with description
Best practice
Importance to customer & customer feeling (satisfaction)
Percentage proportion of pain points in the customer journey map
Number of internal processes impacted
Percentage proportion of satisfied customers
In order for the report to be run and for it to deliver meaningful results, the following conditions must be met:
If multiple customer touchpoints are specified for each customer journey step, only the first customer touchpoint is analyzed.
If models contain more than eight customer journey steps, a message is displayed. In this case the infographic that is output may lack clarity as a column is added for each customer journey step.
The following attributes must be specified for the customer touchpoint:
Description (Constants.AT_DESC)
Customer feeling (Constants.AT_CUSTOMER_FEELING)
Importance to customer (Constants.AT_IMPORTANCE_TO_CUSTOMER)
Best practice (Constants.AT_BEST_PRACTICE)
Pain point (Constants.AT_PAIN_POINT)
Description of pain point (Constants.AT_DESCRIPTION_PAIN_POINT)
Moment of truth (Constants.AT_MOMENT_OF_TRUTH)
Description of moment of truth (Constants.AT_DESCRIPTION_MOMENT_OF_TRUTH)
For the customer journey step, the Overall customer experience attribute (Constants.AT_OVERALL_CUSTOMER_EXPERIENCE) must be specified.
Context
Model of Customer journey map type
Object of Customer journey type
Output format
DOC
DOCX
ODT
PDF