Customer Experience-Mapping Matrix

The Customer Experience-Mapping Matrix is a 2x2 matrix used to map customer experiences and identify areas for improvement. It is used to identify areas of customer satisfaction and dissatisfaction, as well as areas of opportunity for improvement.

At a very high level, the Customer Experience-Mapping Matrix is used in the context of business, marketing.

Customer Experience-Mapping Matrix quadrant descriptions, including examples
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What is the Customer Experience-Mapping Matrix?

A visual explanation is shown in the image above. The Customer Experience-Mapping Matrix can be described as a matrix with the following quadrants:

  1. Satisfaction: Areas of customer satisfaction, e.g. product selection
  2. Dissatisfaction: Areas of customer dissatisfaction, e.g. customer service
  3. Opportunity: Areas of opportunity for improvement, e.g. product quality
  4. Risk: Areas of potential risk, e.g. customer complaints

What is the purpose of the Customer Experience-Mapping Matrix?

The Customer Experience-Mapping Matrix is a 2x2 matrix used to map customer experiences and identify areas for improvement. It is used to identify areas of customer satisfaction and dissatisfaction, as well as areas of opportunity for improvement.

The matrix has four quadrants, each representing a different aspect of the customer experience. The top-left quadrant represents areas of customer satisfaction, the top-right quadrant represents areas of customer dissatisfaction, the bottom-left quadrant represents areas of opportunity for improvement, and the bottom-right quadrant represents areas of potential risk. By mapping customer experiences across these four quadrants, businesses can identify areas of both strength and weakness, and develop strategies to improve the customer experience.

For example, a business may find that customers are generally satisfied with their product selection, but dissatisfied with their customer service. This would be represented in the top-left and top-right quadrants, respectively. The business could then develop strategies to improve customer service, such as providing better training for customer service staff or introducing new customer service technologies.


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What templates are related to Customer Experience-Mapping Matrix?

The following templates can also be categorized as business, marketing and are therefore related to Customer Experience-Mapping Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.

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