Identifying customer touch points

CUSTOMER SATISFACTION FOR UTILITIES PROVIDERS Customer journey research identifies all the interactions where poor service lets your company down, and helps you implement improvements. Emergency Call Centre Account Call Service Call centre Centre "I want to change my Direct Debit details" "My drain is blocked! There's sewage "I have a leaky tap" everywhere!" Operator reassures customer that Operator puts customer through Operator dispatches someone will come team to fix blocked out to fix it within 4 hours to another drain department Operator passes job to third party supplier "I still want to "Thanks for fixing change my Direct Debit details" my drain!" "Hi, I called 5 hours ago about my leaky tap but no one's come out Operator speaks to customer, changes to fix it!" DD details Operator asks someone to call ----- customer within the hour "Thanks for changing my details" "Now you say you can't fix it until tomorrow. Why couldn't you tell me this earlier?" attiglobal We help utility providers measure and address customer dissatisfaction and improve loyalty by conducting research that covers the entire customer journey. For more information, visit People Driving Change www.tti-global-research.co.uk ------- ----- ------ ------