Customer Journey Management
Customer Journey Management helps you understand customer experiences at different stages of their journey with your business. This feature provides visual journey mapping and analysis, making it easier to identify optimization opportunities at various touchpoints without requiring deep knowledge of dimensions.
Feature Access
1. Navigate to the "Customer Experience Management" section
2. Click the "Customer Journey Management" creation survey
Setting Up Customer Journey Touchpoints
After completing your questionnaire, you can set up customer journey touchpoints.
1. Setup Entry
- When entering for the first time, the touchpoint setup appears in the main workflow
- When entering again, you can modify touchpoints, and the setup appears in the secondary workflow
2. Blank Setup Page
When no touchpoints are set, clicking "Set Touchpoint" button.
- Click "Add Touchpoint" to add touchpoints individually or in bulk
- For bulk addition, enter one touchpoint per line
3. Touchpoint Management
After touchpoints are added successfully, you can access the touchpoint display page to bind questions and manage touchpoints.
- Click " Set Touchpoint" to enter the management settings page
- Enable multi-level touchpoint settings from the bottom left corner
4. Touchpoint Management Settings
The management page includes editing and deleting touchpoints:
- Edit Touchpoint Name: Select a touchpoint (single selection only), click "Edit" to modify the name (limited to 30 characters)
- Delete Touchpoint: Select touchpoints (supports multiple selection), click "Delete", confirm in the popup dialog to delete successfully
- Delete All: Click "Delete All" in the bottom left corner, confirm in the popup dialog to delete all touchpoints
5. Binding Questions
Click "Bind Questions" to enter the question binding page:
- Switch between touchpoints to select questions
- Click "Save" in the bottom right corner to save all bindings
Customer Journey Map Report
1. Single-Level Touchpoints (No NPS Question)
The report consists of two main sections:
- Touchpoint Data Comparison: Displays touchpoint names and corresponding score line charts, followed by analysis summary
- Analysis: "Touchpoint 1" has a lower score, indicating poor user experience. Priority should be given to optimizing "Touchpoint 1" (Touchpoint 1 is the name of the touchpoint below the average score)
- Detailed Touchpoint Information: Shows touchpoint, question, score, and bar chart display
- Analysis: In "Touchpoint 1", Question 2 has the lowest score and requires priority attention (refining which question content needs the most attention within the touchpoint that needs optimization)
- Click "View Detailed Report" in the top right corner to access the existing Customer Satisfaction Report page
2. Multi-Level Touchpoints (No NPS Question)
When multi-level touchpoints exist, the report includes:
- Touchpoint Data Comparison: Divided into primary and secondary touchpoints with corresponding scores and analysis
- Secondary touchpoint scores can be displayed using bar charts
- Analysis: Primary touchpoint "Touchpoint 1" has a lower score, with secondary touchpoint "Touchpoint 11" having the worst user experience. Priority should be given to optimizing "Touchpoint 11" under "Touchpoint 1"
- Secondary Touchpoint Details: Displays scores for questions bound to each secondary touchpoint
3. With NPS Question
When the questionnaire contains an NPS question, an additional section appears at the bottom of the Customer Journey Map:
- NPS Recommendation Value and Touchpoint Comprehensive Analysis
- Uses SWOT analysis method to calculate the relationship between NPS recommendation value and each touchpoint
- Displays four quadrants, visualized as four journey compartments: Advantage Zone, Improvement Zone, Low Priority Zone, and Over-Supply Zone
- Data is sourced from the SWOT analysis between NPS and dimension indicators in the Customer Satisfaction Report
- Summary: The Improvement Zone is the key optimization target, followed by the Low Priority Zone. Priority improvements: Touchpoint 1, then Touchpoint 2
Important Notes
- You must bind questions or add touchpoints before distributing the survey. If not, clicking "Distribute Survey" will prompt: "Please bind questions/add touchpoints first!"
- Once questions are bound, clicking "Distribute Survey" will proceed directly to the distribution page without prompts
- Click "Back" to return to the Design Wizard page
- Touchpoint names are limited to 30 characters
- Deleting a touchpoint with bound questions will automatically unbind those questions
- The Customer Journey Map report provides visual analysis to help identify optimization opportunities at different customer journey stages
- When NPS questions are included, the report includes comprehensive SWOT analysis combining NPS values with touchpoint performance
FAQs
Q1: What is the difference between Customer Journey Management and dimensions?
A: Customer Journey Management provides a more intuitive way to understand customer experiences at different touchpoints without requiring knowledge of dimensions. It uses visual journey mapping to make it easier to identify optimization opportunities.
Q2: Can I use both dimensions and customer journey touchpoints?
A: Yes, you can use both. Customer Journey Management works alongside the dimension-based satisfaction report to provide comprehensive analysis.
Q3: What happens if I delete a touchpoint that has bound questions?
A: The system will warn you that deleting the touchpoint will automatically unbind the questions. You can choose to proceed or cancel the deletion.
Q4: How many touchpoints can I add?
A: Enterprise Edition is limited to 200 touchpoints, while Premium Edition has no limit. Free Edition does not have access to this feature.
Q5: What is the difference between primary and secondary touchpoints?
A: Primary touchpoints represent major stages in the customer journey, while secondary touchpoints provide more granular detail within each primary touchpoint. This allows for more detailed analysis of specific areas.
Q6: How does the NPS analysis work with touchpoints?
A: When your questionnaire includes an NPS question, the system performs SWOT analysis to show the relationship between NPS recommendation values and touchpoint performance, displayed in four quadrants to help identify priority optimization areas.
