Customer Experience
Activation CSAT Pilot
Customer satisfaction pilot designed to measure activation experience across service setup, communication, field process and overall recommendation.
The Challenge
Activation experience needed a structured feedback mechanism to understand customer perception during service setup and delivery.
Business Impact
Created a feedback foundation for activation journey improvement and supported visibility into setup-related customer experience drivers.
Key Metrics
CSATActivation JourneyCustomer Feedback
Key Findings
- ✦ Activation experience depends on communication quality, setup clarity and field process perception.
- ✦ Structured CSAT questions helped separate different parts of the activation journey.
- ✦ Customer feedback created early signals for process improvement.
Key Highlights
- ✦ Designed CSAT questions covering general experience, information flow, setup process, field professionalism and recommendation.
- ✦ Created a pilot structure to collect activation journey feedback.
- ✦ Supported service-type based experience measurement across activation processes.
- ✦ Helped identify potential improvement areas in customer onboarding and activation.
Technologies & Methods
CSATSurvey DesignExperience Measurement