Customer Experience
Designing and running the customer journey, measuring satisfaction and happiness, and preparing for service rating.
Your customer does not see your org chart — they see one continuous journey, and every gap between two departments reaches them as a delay or a repeated request. We work on the journey as they actually live it: mapped from data rather than impressions, with pain points quantified, then redesigned and placed under a governance model that keeps the improvement running after we leave.
What the service covers
Customer Journey Design
Building personas from real data, mapping the journey from need awareness through to post-service, and identifying touchpoints across every channel.
Experience Management & Governance
An owner for each stage, measurable service standards, and a review cycle that turns improvement from a one-off initiative into standing practice.
Satisfaction & Happiness Measurement
Valid, reliable instruments, analysis of satisfaction, net promoter and customer effort scores, and findings tied back to journey stages.
Global Star Rating System
Self-assessment against the system's criteria, closing gaps across in-person and digital channels, and preparing for mystery shopper visits.
ICXS International Standard
Maturity diagnosis against the standard's requirements, evidence building, and full preparation for external assessment.
Complaint Management & Service Recovery
Intake and classification, first-contact resolution authority, and root-cause analysis of recurring complaints so they stop recurring.
How we deliver
- 1
Listen
Interviews, mystery shopping, complaint analysis and field observation to see the journey as it truly runs.
- 2
Map & Measure
Mapping the journey and attaching numbers to each stage: duration, drop-off, complaints, satisfaction.
- 3
Redesign
Removing steps that add no value, ranking improvements by impact and effort, and designing the target experience.
- 4
Enable & Track
Training front-line teams, running the review cycle, and tracking the indicators until results hold.
Frequently asked questions
What is the difference between customer experience and customer service?+
Customer service is the moment of direct contact with an employee. Customer experience is everything the person passes through from realising they have a need to well after the service is delivered — finding the right entity, understanding requirements, waiting, following up. Most real pain points sit outside the moment of contact.
Do you run the satisfaction measurement yourselves?+
Yes. We design the instrument, choose the sample, collect, analyse and deliver a report with prioritised recommendations. We can also enable your own team to run later cycles themselves, which is what we recommend for sustainability.
How long does a journey design engagement take?+
For a single service: four to six weeks to an approved map and improvement plan. For a full service portfolio in a mid-sized entity: three to five months, depending on the number of services and channels.
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