Improving the customer journey experience to drive loyalty

Business Issue

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With millions of customers per year and an ethos of delivering excellence our client needed to understand the key drivers of customer experience.

Performance thresholds exist – built into individual targets – meaning satisfaction needs to be tracked.

Customer numbers show high levels of seasonality and any experience measurement is needed on a continual basis.

Insitas Delivered

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A large scale tracker involving around 10,000 face to face interviews per annum.

The sample is designed to provide a robust measure for each of the different customer journeys – surveying taking place 7 days a week, 52 weeks per year.

Analysis provides performance scores for all key customer groups throughout the year.

Actions Taken

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Insitas identified the key experience drivers, enabling insight-driven actions to be developed for each customer journey strand.

Targets per customer type are developed jointly with the client to reach the overall business target within a five year plan.