A Customer Contact Map Can Be Used to Measure our Customers’ Experience Across All Dimensions of Service At All Moments of Truth!
This complex picture is called a Customer Contact Map.
It can be populated with both qualitative and quantitative information. The information comes from in depth customer interviews, customer surveys, front line staff interviews and actual performance data. As such it covers performance and satisfaction levels, thereby highlighting the customers’ priorities for improvement.
The Contact Map is a map of customer engagement and can be used as a tool to help define the ideal service level. Defining the Ideal Service With a Blueprint