Service Journey

What is from the below Best Measure By NPS ?

• product

• Journey or resolution

• Transaction

Select Customer Signals can be utilized in measuring service journey

• Repeat purchase Rate

• NPS

• Customer Effort score

• All the above

Purpose of the service journey ?

• Drive customer satisfaction & Loyalty

• Reduce Cost

• Both of them

Measuring the success of implementing Service Journey thinking should focus on

• Customer Experience

• Attrition of the agents

Complex journeys due to lack of resolution , resulting

• Repeat Calls

• One time call

Complex issues needs from the customer to have ?

• Human interactions

• Can be solved VIA IVR

• Can be solved by digital channels