Surveys to reveal customer satisfaction levels and identify most critical journeys
Start transforming customer experience
by benchmarking best-in-class experiences
Companies trying to benchmark customer satisfaction levels often find only black-box software solutions that either don’t provide guidance on performance improvement, or are completely devoid of a benchmarking component. Journey Pulse helps companies understand the parameters of best-in-class customer experience, identify the journeys that increase satisfaction, and define the drivers of satisfaction at each stage of those journeys.
What Journey Pulse delivers to organizations:
- A consumer survey that asks customers to rate their satisfaction with specific companies within the same industry and for specific journeys (e.g., resolving a problem).
- Survey analysis to identify the journeys that correlate with the greatest overall satisfaction and the elements that drive satisfaction (e.g., timeliness of initial response) within each journey.
- Graphic visualizations that allow companies to prioritize investments based on its standing vs. its competitors, the journeys customers rate as most important, and the drivers of satisfaction within each journey.