This provides a valuable assessment of behaviours at the point when a customer is engaged, and assesses the experience they receive once the relationship has been formalised, leading to a better understanding of customer satisfaction throughout the full customer journey.

Assessing customer satisfaction across key themes helps to identify additional areas within the product and service lifecycle that are causing customers pain, and fully informs the customer journey mapping.

Give your customers a channel to provide feedback. Developing a customer journey survey allows you to gather information across a number of key channels across the full product and service lifecycle, and helps to identify any perceived problematic areas for customers. This feedback is used to inform the wider customer journey and develop a robust action plan, focusing on enhancing the overall customer experience.