Assessing your customers’ journey means looking at the end to end touchpoints – that’s every time a customer interacts with you. Three distinct pillars of activity are undertaken:

The first pillar looks at the pre-sale activity, and this provides a real sense of where potential clients are lost and where existing ones feel dissatisfied at the start of their relationship.

This gives a valuable assessment of behaviours before a potential lead becomes a customer, and assesses the efficiency of operations, the level and quality of information and advice given, and the customer satisfaction throughout the whole pre-sales process.