Compile Value Moments Questionnaire
The next step is to compile the questionnaire which will assist in conducting the Value Moments Customer Experience (VMCE) measurement. This can be completed in two ways and starts with the design of the questionnaire:
Independent evaluation VMCE (qualitative assessment by mystery shoppers): Using trained researchers to pose as customers and experience the process through the eyes of a customer. Questionnaires should be developed from the customer experience planner and framed as closed questions with Yes/No answer options. This ensures that all aspects of the customer experience are measured by an independent assessor.
Customer Experience VMCE (quantitative assessment by customer survey): Contacting existing customers to determine their actual levels of satisfaction. Questions will be developed from the customer experience planner and framed as satisfaction questions using a 5 point Likert scale. Actual customers are asked about their satisfaction for each attribute identified.
Implement Value Moments
Value Moments Implementation Process:
- → Value Moments Concept
- → Implementation Process
- → Customer Experience Process Maps
- → Value Moments Identification
- → Weight the Value Moments
- → Calculate VM Expectation Score
- → Compile VM Questionnaire
- → VM Customer Experience Measurement
- → VMPI Calculations
- → Develop Action & Improvement Plan
- → Value Moments Reporting