Problem

Faced with declining budgets and satisfaction ratings, our client required advice on where best to invest in to obtain the maximum return on investment towards achieving real sustained improvements in overall customer satisfaction.

Solution

As our client’s business had various customer touchpoints and product lines, it was difficult to quantify the importance of each relatively. In order to pinpoint the ones that had the greatest impacts and hence priority for investment, we devised a highly sophisticated methodology and technical platform to map out customers' experience journeys.

Outcome

Instead of spreading the budget thinly across all, our client now has precise information on how to prioritise its budget. Further, as a result of the ongoing study, our client is now able to track whether its investments have impacted on overall customer satisfaction ratings thereby enabling calculation of ROI to justify future budget requests.