Principle: Analyze the customer journey from the user's perspective (end-to-end, user life cycle) and the enterprise's perspective (omni-channel, multi-team building).

Objective: To obtain nodes and mechanisms.

Second, the establishment of the index system

Target groups: total market users, enterprise stock customers, channel customers and commercial customers.

System structure form:

Recommendation intention (methods: fractional quantification, qualitative analysis, four quadrants)

Priority (method: quantitative satisfaction)

Special investigation and follow-up (method: cause location)

Third, the construction of evaluation label

Principle: customers can perceive and understand.

Type: experience evaluation type, demand exploration type (verifying the needs of customer groups)

Fourth, the questionnaire rules

Principle: avoid disturbing, define the push mechanism, and subdivide the scene for special investigation.

The key of questionnaire design: quantification of customer's recommendation intention &; Collect customer feedback

Analysis: Multi-dimensional analysis of NPS score, combined with KANO and four-quadrant analysis and positioning, find the position in the industry, and clarify the advantages and disadvantages.

Questionnaire trigger mechanism:

1, customer's business behavior-customer business processing, account dynamics

2, the customer's experience behavior-customer operation completion, failure, silence.

The establishment of verb (verb's abbreviation) management mechanism

Management perspective-recycling data, monitoring data, showing problem solving perspective-data analysis

Management: Look at the problem. Business layer: plan execution layer: optimization.

Response mechanism of intransitive verbs

Discover problems-diagnose problems-solve problems