Assessing a customer journey
Customer satisfaction can be assessed at each step of the customer journey on a list of criteria by a number of people on different dates.
A customer journey step is the basic elementary advancement unit of a customer via a customer journey phase.
For more details, see Assessment of a customer journey.The assessment criteria are presented in a questionnaire specific to each customer journey.
The results of the assessments filled in for the steps of a customer journey are then consolidated and accessible from:
• reports available on a customer journey,
For more details, see The reports available on a customer journey.• the shape of the steps in the diagram of the customer journey which is different depending on the results of the assessment,
• the Assessment > All Assessed Customer Journeys folder,
• the properties page of the customer journey in the Assessment tab.