Customer Journey Satisfaction Score


In the [[customer journey]] satisfaction score, which is used as a new [[metric]] in [[customer experience]], the satisfaction is measured as a result of the actions taken to complete a certain transaction, not based on the [[channel]]s from where the customer received the service. For example, after contacting the call center for the [[subscription]] [[journey]], customers can send their documents via [[e-mail]] and go to the agency later for the final signature. After completing these transactions and activating the subscription, the general satisfaction about the subscription transaction experience will reveal the journey satisfaction score. In order to make this measurement, companies need to determine the different steps of the journey the customers go through, prioritize them before starting the necessary measurements of the customer Journey Satisfaction Score.

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