Completing the Value Moments Customer Experience Planner provides a clear picture of areas that require improvement - and highlights the resources needed to make the changes. The planner clearly indicates which customer touch points are important and the organisation's satisfaction performance score in relation to these touch points, as well as the organisation's overall VMPI percentage score.

The VMPI score highlights the areas where an organisation needs to focus its improvement initiatives. Attributes which have the highest VM weightings (VM40 and VM50) should take priority over the lower weighted attributes.

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