Customer satisfaction is the sum of all part experiences with yourorganisation. One clanger has consequences for the entire customer experience. We determine the customer journey and the contact moments, measure the performance for those touchpoints and trace issues. It enables you to implement effective improvements and to increase your returns.
The customer becomes aware of experiencing a need, for example “I want to go on holiday” or “my exhaust is broken”. This need is the trigger for the next step - exploring options to meet the need.
The customer starts looking for solutions for his need. He explores providers and product categories. Will he have a broken tumble-drier repaired or does he buy a new one?
The customer prepares a shortlist of alternatives and considers on the basis of price, specifications and emotional considerations. The sales person and the social environment play an important role too.
The customer has made a choice and has a sales intention for a specific product or service. He purchases the product or service in a physical shop or an online shop.
The customer is ready to start using the product, possibly with the use of a manual. If consumption does not work completely or not at all, urgent questions and complaints arise.
The customer has started using the product or service and gained positive or negative experiences. On this basis he will determine whether he will consider a repeat purchase or not.