Customer Experience & Service Quality


Customer Experience (CX) is the new brand, it is how your customers think about you, how you are positively or negatively recommended to friends & families. It is the basis from which a customer will decide to buy again from you or not. Multiple factors influence the CX all along the customer journey: finding what you need and getting supported at the right time, placing an order and a paying in a smooth way, and, if online, getting the purchase delivered. Last but not least, CX is heavily influenced by the absolutely critical help & support either through self-service or via a human contact centre agent. So how do you define what a world-class CX is for your organisation? How do you measure it? How do you compare it over time and with your competitors? To which extent your Customer Service is having an impact on it?

What’s new?

  • CXM, Customer Experience Management, is the art of deciding what needs to be measured, how and when, by putting in place the right governance, processes and supporting tools able to highlight relevant and actionable insights;
  • Service quality can be measured through implicit metrics, retrospective metrics, predictive metrics, explicit survey. But also, through live sentiment analysis tools able to automatically detect the customers and employees’ level of happiness, angriness or stress.

How we can help

Deloitte brings Customer Experience & Customer Service transformation specialists able to help you navigate through the maze of CX management. From the beginning to the end, we can help you to evaluate and determine your tailored CX strategy, choose and implement the right tools able to measure exactly what you need to know. NPS (Net Promoter Score), CSAT (Customer Satisfaction), CES (Customer Effort Score): Are they good enough for you? Which one do you need and why? How do you implement them within your organisation? How do you leverage them to improve your customer service, your bottom line and the overall organisation?

How we’ve helped organisations like yours

  • Retail - Voice of the Customer : Implementing a Voice of the Customer program to support a Supermarket chain with a high number of detractor customers and a misaligned vision of the Customer Experience management in the Company.