Measure & Continuously Improve Customer Experience

This standard mandates measuring and continuously improving customer experience, as customer-centric engineering is a continuous effort, not a one-time initiative.

1. Measure & Continuously Improve Customer Experience:

Customer-centric engineering is a continuous effort, not a one-time initiative. This approach ensures that customer experience is constantly improving.

• 1.1 Customer Experience KPIs:
  • 1.1.1 NPS, CSAT, and CES Tracking:
    • Define and track customer experience KPIs, such as NPS, CSAT, and CES.
    • Automate the tracking of NPS scores.
  • 1.1.2 KPI Management:
    • Automate the tracking of CSAT and CES scores.
    • Implement KPI tutorials.
• 1.2 Usability Testing and Feedback Sessions:
  • 1.2.1 Service Review Conduct:
    • Regularly conduct usability testing, feedback sessions, and service reviews.
    • Automate the scheduling of feedback sessions.
  • 1.2.2 Review Management:
    • Automate the tracking of service review outcomes.
    • Implement review feedback collection.
• 1.3 Iterative Product and Service Design:
  • 1.3.1 Insight-Driven Iteration:
    • Iterate on product and service design based on ongoing insights and evolving customer needs.
    • Automate the tracking of design iterations.
  • 1.3.2 Iteration Management:
    • Automate the tracking of customer need evolutions.
    • Implement iteration tutorials.

By continuously improving customer experience, organisations can maintain and enhance customer satisfaction.