Analysis of pain points in the customer journey
Customer satisfaction
Identify the points of friction at each stage of the experience.
Description of the need
Our client is a company with several channels of interaction with its customers: website, mobile application, customer service and network of points of sale.
Despite positive sales figures, the company observed a significant volume of complaints and abandoned carts at certain stages of the customer journey. However, the teams struggled to pinpoint the pain points and understand the root causes of this dissatisfaction.
The available data was scattered across different departments (marketing, customer service, digital), making it difficult to analyze the overall customer experience.
The client was looking for a solution that would:
- To identify the stages of the process that generate the most dissatisfaction
- To understand the irritants encountered by customers
- To measure satisfaction at different points in the journey
- To prioritize improvement actions
- To monitor the evolution of irritants over time
The goal: to better understand the actual customer experience in order to optimize journeys and improve overall satisfaction.
Proposed solution
We have implemented a customer journey analysis system based on targeted surveys at different points in the experience.
The questionnaires are triggered at key stages of the process:
- After browsing or making a purchase on the website
- After an interaction with customer service
- After a visit to the point of sale
- After receiving a product or using a service
Surveys allow us to measure:
- The ease of the route
- Understanding the offers and information
- The difficulties encountered during the different stages
- Overall satisfaction with the experience
The collected data is centralized in an analysis platform that allows:
- To identify the stages of the process that generate the most dissatisfaction
- Analyzing customer feedback to identify recurring pain points
- To compare performance between channels or journeys
- To monitor the evolution of indicators after the implementation of corrective actions
This gives teams a clear view of the points of friction and priorities for improvement.
Special Features
The system allows satisfaction data to be cross-referenced with the different stages of the customer journey in order to precisely identify critical moments.
The dashboards offer:
- A visualization of the most problematic stages of the journey
- An analysis of the most frequent reasons for dissatisfaction
- Identification of irritants by channel or type of interaction
- Monitoring the impact of the improvement actions implemented
This type of system allows companies to continuously improve the customer experience based on real user feedback.
Such solutions can also be implemented in digital journeys, in-store shopping journeys, or customer relationship journeys to optimize each point of contact with customers.
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0
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customer complaints after identifying the irritants
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0
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speed to detect friction points in the journey
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0
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improving satisfaction at key stages of the journey
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FAQ — Customer satisfaction, NPS and customer experience
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Who is the Soft Concept Customer Satisfaction solution aimed at?
It is aimed at companies in all sectors wishing to structure a CX approach and industrialize the collection and analysis of the Voice of the Customer.
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Does the platform integrate into an existing CX system?
Yes. It can complement or strengthen an already structured system without disrupting your processes.
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Are technical skills required?
No. The creation, distribution and management of surveys is designed to be used directly by CX teams.
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How does AI add value?
It helps to formulate the right questions, automatically analyze the answers, detect trends, and trigger alerts on weak signals.
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Is the solution suitable for large volumes?
Yes. It is designed to handle large volumes of responses and verbatim comments, while maintaining fast analysis.
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