| 1 | 2 | 3 | 4 | 5 |
|---|
| Customer journey is clearly understood |
Customer journey is clearly understood | |
| Customer feedback is consistently gathered and acted upon |
Customer feedback is consistently gathered and acted upon | |
| Experience is consistent across customer touchpoints |
Experience is consistent across customer touchpoints | |
| Strong customer retention and repeat business |
Strong customer retention and repeat business | |
| Customer friction points are proactively identified |
Customer friction points are proactively identified | |