BigCat Research

Customer Journey and Touchpoint Analysis

Customer journey and touchpoint analysis maps the experience from initial need to research, from first contact to use, from issue to repeat preference and recommendation.

What moment of contact in the customer journey determines trust, convenience, perception of value and repeat preference?

We combine customer journey, touch point, field observation and service quality measurements within a single decision framework.

We comparatively monitor the differences in service standards between dealers, branches, locations, campus or field teams.

We establish the connection between the operational reality experienced by the frontline employee and the quality of service perceived by the customer.

We separate the problem moment, waiting, guidance, communication, physical environment and support experience into rapid improvement and structural investment.