Customer Experience Across Three Dimensions

Role

Sr. Product Manager.

Context

We regularly want to evaluate our customer experience to ensure we are maintaining our high standards of excellence. We highly value our customers' feedback and want to incorporate as many highlighted opportunities as possible to continuously improve our brand's customer experience.

Task

Evaluate customer experience as defined by its three core dimensions: Effectiveness, Ease, and Emotion. Use Survey responses, CSAT, social media, NPS, and Medallia responses as core criteria for determining current success, opportunities, and gaps.

Constraints

This is not looking at the customer journey. The focus is the experience provided to the customer in terms of the three dimensions: effectiveness, ease, emotion.

Inputs

• Surveys
• Social media
• CSAT
• NPS
• Medallia

Output Format

• A weighted-average visual with responses organized by theme (the three core dimensions), building a visual representation of current state of experience
• On the next page, a tabular format of opportunities to action across the dimensions

Quality Checks

• Critique the response, flag uncertainty, list assumptions
• Build self-review into the prompt
• Format output to be reusable in workflows