80% of the organizations believe they are delivering a superior experience
Only 8% of customers who believe they are receiving a great customer experience
– Bain & Company
96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience.
Acumen’s Customer Experience (CX) Survey helps organizations evaluate the Customer Effort Score for their existing Customer Journey Map. Customer effort is considered as one of the most crucial influencers on customer experience and loyalty. The Acumen Customer Effort Score is a Customer Experience Survey Metric that helps organizations to determine the ease of customer interaction and resolution at Touchpoints in the Customer Experience Journey.
The CX Survey creates the base for organizations to redesign/ design their Customer Experience thereby reducing customer effort and delivering higher-quality interactions at lower costs.
How can we help you do better
Acumen helps Businesses to evaluate their current level of Customer Experience through the following Four stages.
Stage 1: Customer Personas
The first step of conducting the Survey is to create the right Customer Personas. Creating personas of the customer base, helps in understanding the customer psyche and hence identifying their needs and pain points
Stage 2: The Survey Questionnaire
The Survey Questionnaire is a critical tool statistically designed to facilitate the entire process of determining the the right data points that will help in assimilating the Effort and other Areas of the Customer Journey.
Stage 3: The Survey
The Survey encompasses culling out data through Moments of Truths, Empathy Maps, Effort Indices and other such Metrices for each Touchpoint across all Customer Personas that move through the Journey Map.
Stage 4: Customer Effort Score
The analysis of the Survey data brings out a lot of insights which when linked to the required perspectives help determine the total Customer Effort Score which is pivotal for understanding the current level of the Customer Experience.