Method and system for assessing customer experience performance
OwnerChristopher D. Farnes, Ronald C. Benton +3inventors
InventorsChristopher D. Farnes, Ronald C. Benton, Lynda D. Davis, Robert A. Horenstein, Thomas B. Rideout
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Abstract
A method for assessing performance of a customer experience of an organization. Survey data from at least one survey is compiled, wherein the survey is comprised of questions corresponding to a core competency and wherein the questions are divided into question groups such that each question group corresponds to one of a plurality of customer experience management capabilities. The survey data is analyzed wherein at least one of the customer experience management capabilities is analyzed according to a corresponding maturity level.
Claims21
A method for assessing performance of a customer experience of an organization, said method comprising:
- compiling survey data from at least one survey comprising questions corresponding to a core competency and said questions divided into question groups wherein at least one of said question group corresponds to one of a plurality of customer experience management factors;
- and
- analyzing said survey data wherein at least one said customer experience management factor is analyzed according to a corresponding maturity level.
A computer readable medium having computer readable code embodied therein for causing a computer to perform a method for assessing performance of a customer experience of an organization, said method comprising:
- compiling survey data from at least one survey, said survey data characterized according to said plurality of customer experience management capabilities, said survey completed by survey participants providing a customer experience, said survey participants comprising employees of said organization, said survey for assessing said customer experience based on performance of a plurality of customer experience management capabilities, said survey comprising questions corresponding to a core competency and said questions divided into question groups wherein at least one of said question group corresponds to one of said plurality of customer experience management capabilities;
- and
- analyzing said survey data such that at least one said customer experience management capability is analyzed according to a corresponding maturity level.
A method for assessing performance of a customer experience of an organization, said method comprising:
- identifying survey participants providing a customer experience, said survey participants comprising employees of said organization;
- generating a survey, wherein said survey is for assessing said customer experience based on performance of a plurality of customer experience management factors, said survey comprising questions corresponding to a core competency and said questions divided into question groups wherein at least one of said question group corresponds to one of said plurality of customer experience management factors, said survey performed by at least one said survey participant;
- compiling survey data from at least one said survey, wherein said survey data characterized according to said plurality of customer experience management factors;
- and
- analyzing said survey data wherein at least one of said customer experience management factors is analyzed according to a corresponding maturity level.
A method for generating a survey for assessing performance of a customer experience of an organization, said method comprising:
- identifying at least one customer experience management factor that identifies an area of customer experience, wherein said customer experience management factor can be analyzed according to a maturity level;
- identifying a core competency for at least one said customer experience management factor, said core competency is a particular concern within said customer experience management factor;
- and
- generating a plurality of questions, wherein at least one question corresponds to said core competency.
Dependencies are inferred from the claim text.