Post-sale “in-the-moment” customer experience
A managed services and data solution provider used Customer Value Added (CVA) to measure satisfaction. While the prevailing view favored this yardstick, Market Strategy Group believed perception measure was very late compared to the event and not actionable. We designed ACTUALSTM at-the-moment customer experience indicators that were actionable and predictors of satisfaction. Management used ACTUALSTM to correct and refine processes for architecture, provisioning outage and services in-the-moment to improve operating performance.