QJourney: Boost Your Understanding of the Customer Journey

Retail Report – May 2019
May 15, 2019
Government Contact Center Satisfaction Index (GCCSI) 2019
May 2, 2019

QJourney: Boost Your Understanding of the Customer Journey

Charting your customer’s journey using the proven science of the American Customer Satisfaction Index (ACSI) enriched with valuable qualitative research.

CFI Group’s hybrid approach to charting a customer journey map uses qualitative research infused with quantitative data measurement. Scientific models on quantitative data uncover what matters most in improving the customer experience, as well as the impact touchpoints have on an organization’s desired outcomes, such as a greater degree of citizen trust and advocacy. The qualitative information CFI gathers illuminates what factors delight customers and where the organization is falling short. Leveraging the quantitative data with the qualitative context, CFI assists leadership in visualizing the customer journey map and optimizing resource allocation.

PROJECT OVERVIEW

SENIOR QUALITATIVE RESEARCHER
Customers selected to participate in web-based discussions with senior qualitative researcher
ONLINE PLATFORM
Online platform allows for video conferencing, live chats or bulletin boards to gather feedback
DATA MODELING
CFI Group data modeling yields reliable cause-and-effect analysis from ~75 respondents

CUSTOMER FEEDBACK RESULTS

Customer feedback produces a journey map, priority matrix, and detailed summary

CFI Group’s hybrid approach to charting a customer journey map uses qualitative research infused with quantitative data measurement. Scientific models on quantitative data uncover what matters most in improving the customer experience, as well as the impact touchpoints have on an organization’s desired outcomes, such as a greater degree of citizen trust and advocacy. The qualitative information CFI gathers illuminates what factors delight customers and where the organization is falling short. Leveraging the quantitative data with the qualitative context, CFI assists leadership in visualizing the customer journey map and optimizing resource allocation.

PROJECT OVERVIEW

SENIOR QUALITATIVE RESEARCHER
Customers selected to participate in web-based discussions with senior qualitative researcher
ONLINE PLATFORM
Online platform allows for video conferencing, live chats or bulletin boards to gather feedback
DATA MODELING
CFI Group data modeling yields reliable cause-and-effect analysis from ~75 respondents

CUSTOMER FEEDBACK RESULTS

Customer feedback produces a journey map, priority matrix, and detailed summary

WHY CHOOSE US

As the only U.S. company licensed to apply our patented customization of the ACSI in both the public and private sectors, we have proudly serviced 100% of U.S. Executive Branch Departments.

Through our partnership with the Federal Consulting Group, CFI Group is able to offer a blanket OMB Clearance for customer satisfaction surveys. This streamlines the approval process, getting data into your hands in a fraction of the time it can take with a project-specific OMB clearance process.

Download the information sheet to find out more about the full program.

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