ABSTRACT While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This article proposes a framework for applying the widely used transactional Net Promoter Score (NPS) as a means for gathering insight into customers' experiences of a customer journey. We present lessons learnt from three case trials of the framework elements within a telecom service provider, involving the analysis of more than 1,700 quantitative and qualitative customer responses from transactional NPS surveys.

中文翻译：

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将事务性NPS应用于客户旅程洞察：案例经验和教训

摘要尽管“客户旅程”的概念被广泛采用以支持服务设计和管理，但缺乏用于在客户旅程的上下文中例行监视客户体验的实用框架。本文提出了一个框架，该框架将应用广泛使用的交易净促销值（NPS）作为一种手段，以收集对客户旅途经历的洞察。我们将从电信服务提供商内部框架元素的三个案例试验中吸取经验教训，涉及从交易性NPS调查中分析的1,700多个定量和定性客户响应。