Customer Experience Reporting
Purpose: Understand issues and opportunities through regular customer feedback
Approach:
Workshops to understand insights gaps and potential ideas
Launch of new feedback tooling and capabilities.
- Optimised operatonal reporting
- Launch of regular customer survey
- Launch of on-platform journey survey
Outputs:
A new regular brand report, made up of perception insight from multiple sources
Procurement of a new tool to cater for all desired insight capture capabilities.
Connection of perfecption data into DWH.
Creation of prediction models
1: Brand CSAT
Customer Survey to understand hero perception metric of all brands.
2: Understanding Opportunities
Attribute Survey to understand what customers value? (What are our opportunities to exploit?)
3: Understanding Pain Points
CS Contact analysis to understand key contact drivers (what are our pain points to fix?)
4: Understanding Journey Performance
On platform survey to understand satisfaction of key customer journeys.