Figure 2.18: Customer Experience Milestones and Score
| DISASTROUS | POOR | OKAY/AVERAGE | ABOVE AVERAGE | OUTSTANDING |
|---|---|---|---|---|
| 0 to 20 | 21 to 40 | 41 to 60 | 61 to 80 | 81 to 100 |
| Customer Experience Touchpoints | Importance (0 to 20) | Percent Importance | Experience (0 to 100) | Customer Experience Score |
|---|---|---|---|---|
| Need Activation | 1.7% | 0.8 | ||
| Information Search | 6.7% | 4.7 | ||
| Purchase | 8.3% | 3.3 | ||
| Billing/Payment | 8.3% | 2.8 | ||
| Delivery/Installation | 8.3% | 2.5 | ||
| Usage | 33.3% | 25.0 | ||
| Maintenance/Repair | 16.7% | 11.2 | ||
| Disposal/Re-Sale | 16.7% | 8.3 | ||
| Total | 60.0 | 100% | 58.6 | |
Instruction: Change the yellow box labeled Automobile to a specific car or other product. For this product, use any of the yellow input cells to see how the Customer Experience Score would change. Importance is rated from 0 to 20 and converted to Percent Importance. Experience is rated from 0 to 100 using the scale at the top. The scale ranges from 0 (lowest score is Disastrous) to 100 (highest score is Outstanding).