Customer Experience

A comprehensive framework for assessing, strengthening and advancing organisational performance.

Customer Experience
Leadership
Pillar 15

Customer Experience

Customer experience reflects how effectively the organisation understands needs and delivers valued, trusted and consistent journeys.

1. Purpose

To assess whether customer insight shapes service design, delivery, communication, recovery and continuous experience improvement.

2. What This Pillar Examines
Vision Customer Insight
Accountability Journey Design
Decision Access & Ease
Ethical Communication & Trust
Organisational Feedback & Recovery
Leadership Experience Improvement
3. Core Assessment Dimensions
Strategic
Understanding & Design
Culture
Delivery & Interaction
Governance
Feedback & Recovery
Capability
Measurement & Improvement
4. Evidence & Outcomes
Key Evidence
Key Evidence
  • Customer-experience strategy
  • Journey and persona maps
  • Feedback and complaint records
  • Experience improvement plans
Performance Indicators
Performance Indicators
  • Experience satisfaction score
  • Customer effort score
  • Complaint resolution rate
  • Trust and loyalty trend
Expected Outcomes
Expected Outcomes
  • Customer-centred services
  • Easier consistent journeys
  • Responsive recovery
  • Stronger trust and loyalty
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