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Journey Measurement

A strategic customer-experience measurement system that collects, analyzes, and reports on customer feedback

  • Journey Benchmark

    Advance journey-measurement capabilities by
    extending from touchpoints to journeys

Journey Measurement is a strategic customer-experience measurement system that collects, analyzes, and reports on customer feedback.

Many large-scale companies do not currently have a way to measure customer satisfaction by journey (e.g., resolving a problem). Instead, they capture customer feedback at specific touchpoints (e.g., the contact center). Journey Measurement provides a journey-based measurement system design so that companies are focused on the right metrics at all levels in the organization. Since journeys are 66%+ more strongly correlated with overall satisfaction than touchpoints, Journey Measurement creates significant improvement on the user experience.

What Journey Measurement delivers to organizations:

  • Evaluates the company’s current measurement capabilities and defines a journey-based measurement strategy based on best practices
  • Defines the major 6–10 customer journeys and the drivers of satisfaction within each journey based on our industry-specific expertise
  • Provides a system design that includes dashboard mockups and defines the target respondents, scale, sampling, frequency, length, and channel of each customer survey

 

 


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