Understand what are the key value drivers for customers? Are there differential value drivers? what is the experience you deliver? Why is it perceived in this manner? What customer attitudes & behaviour is it resulting in? Which touch points are experience enhancing/detracting? What strength areas to leverage? What are the gaps? What to prioritise for action focus?
Based on performance over various experience parameters, this score reflects performance based on Functionality.
Ease & Pleasure Functionality – Does the parameter deliver the expected outcome?
Ease – How easy is it to reach this outcome?
Pleasure – How enjoyable is it?