Total Experience Assessment

“There is only one boss—the customer.
And he can fire everybody in the company, from the chairman on down,
simply by spending his money somewhere else.”

At FDS, we believe that measuring your customers total experience of your products and services is no easy task; not one that can be guided and pigeon holed into a neat single measure; be it based on recommendation, satisfaction, loyalty, [un]fulfilled needs, or a range of other measures.

We believe in picking a range of measures that gives a holistic view of total experience.  We are happy to measure certain aspects of the experience using a number of paradigms for recommendation, satisfaction, loyalty, etc, using a number of tools in our Toolkit; however we feel the advantages are greatest when measuring your total experience journey.

With this in mind, we have developed our thinking around the ‘Total Experience Assessment’ (TEA) that needs to occur to accurately define and measure your customer interactions, experiences and future behaviours.

Click here to download a PDF of our Total Experience Assessment model.

If you would like to discuss our approaches in more detail, please contact Aidan Winwood (aidan.winwood@munroglobal.net / 020 7272 7766).

Our CompariSat® benchmark database, launched in 2004 and updated annually, helps our clients benchmark the performance of their organisation against best practice within their market and against leaders in other markets. CompariSat® uses a specially developed methodology to establish key indicators for over 30 major organisations in retail, utilities, telecomms, internet, travel and public sectors.

More information about CompariSat can be found here