Defining Questions for the Assessment of a Customer Journey
With HOPEX Customer Journey , you assess the tools used by the persona for a customer journey. As a result, the questions are connected to the channels of the customer journey steps. The assessment of the customer journey takes place via questions that concerns each channel-step pair.
To create a question:
1. From the Customer Journey navigation pane.
2. Select Assessment > Questions.
A tree with the list of channels appears.
3. Open the Assessment Instrument property page of the channel that interests you.
4. Click the New button.
The assessment template creation dialog box opens.
5. Enter the assessment template name and click the OK button.
For more details on managing specific questions, see Creating Questionnaire Templates.6. To be able to asses your customer journey, you have to create at least one Drop-down list question.
7. Then, you have to create the five items required for the customer journey assessment consolidation.
For more details on calculating assessment values, see Consolidation rules8. Click the Save and Close button .