Improving your customer's experience becomes easier when you have the right tools. One of the most useful tools to measure customer experience is the Customer Journey Map. It's a free and easy-to-use tool that would help you to know where you are when it comes to customer experience. Knowing your baseline is a pre-requisite to any improvement. To get you started even faster here is the free and simple template to use:
How to use the template
- Outline the steps of your journey
- Conduct customer interviews and fill-in satisfaction scores
- Aggregate data and draw conclusions
Some tips on conducting Customer Journey studyHow many interviews to do? Usually, 5 - 7 are enough to spot trends. If you did 7 and they all different - odds are you're doing something wrong during the research.
Comments are often more important than scores. Getting satisfaction scores are mattering but much more valuable is to get comments from your customers or/and observe them going through your product journey.
Your journey steps should be big enough. Asking your customers to rate their satisfaction from every button or a line of text is a waste of time for all parties. Your journey steps should be of a meaningful size and could be rated independently.