Customer experience analysis is fundamentally a management tool that helps in judging the factor that makes the client experience of a company happy or otherwise. It is very important to do these types of analysis at regular intervals to ensure that the various products of the company and the after sales service provided are satisfactory and enriching for the customer.

Having a good command of the customer base is one thing and having the records of client satisfaction is another. There are various factors that help in this analysis including product satisfaction and other factors that are directly associated with customer experience.

Sample Customer Experience Analysis

Name of company- Virgin Telecommunications.

Analysis conducted by- InfoTech Solutions.

Date of submission of analysis- 22nd October 2011.

Purpose of Customer experience analysis

The main purpose of this analysis is to take into account the satisfaction levels of the customers regarding the products of the company and also to check on the satisfaction levels of the clients regarding their experiences with the after sales service of the company and the ways by which the percentage of satisfaction can be raised in the next quarter of the year.

Customer experience analysis chart

  • This chart evaluates products and after sales services.
  • All mathematical data is provided with the help of percentile (%).
Experience Factor Product ( New connections, promotional offers, broadband speeds, talk value offers) Customer Care

( Phone based, Email based, Website based)

Direct Customer Care( Walk in shops, Mega stores, Mini Stores, Device outlets) Others ( office reception based, Do not disturb services, Caller tunes and other value added services)

Satisfied

69%

85%

92%


78%

Unhappy

11%

13%

3%

10%

Undecided

20%

02%

5%

11%

Inference

The Company has a very good customer experience base but must concentrate on developing better products to ensure a good rise in customer satisfaction.


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