- name
- customer-experience
- description
- Map and analyze customer experience touchpoints. Use for improving satisfaction, loyalty, and customer journey optimization.
Customer Experience Analysis
Metadata
- Name: customer-experience
- Description: Customer journey and touchpoint analysis
- Triggers: customer experience, CX, journey map, touchpoint, satisfaction
Instructions
Map customer experience for $ARGUMENTS to identify improvement opportunities.
Framework
Customer Journey Stages
| Stage | Touchpoints | Customer Actions | Emotions |
|---|
| Awareness | Ads, social, word-of-mouth | Discover brand | Curious |
| Consideration | Website, reviews, store | Research options | Evaluating |
| Purchase | Checkout, sales, payment | Buy product | Excited/Anxious |
| Use | Product, support, onboarding | Use solution | Satisfied/Frustrated |
| Loyalty | Follow-up, community, rewards | Recommend, repurchase | Engaged |
Experience Metrics
| Metric | Formula | Target |
|---|
| NPS | % Promoters - % Detractors | >50 |
| CSAT | Satisfied customers / Total surveyed | >80% |
| CES | Effort score (1-7 scale) | <3 |
| Retention | Returning customers / Total | >90% |
Output
## Customer Experience Analysis: [Product/Service]
### Journey Map
**Stage 1: Awareness**
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
**Stage 2: Consideration**
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
[Continue for all stages]
### Experience Scorecard
| Metric | Current | Target | Status |
|--------|---------|--------|--------|
| NPS | 35 | 50 | 🟡 Gap: -15 |
| CSAT | 72% | 80% | 🟡 Gap: -8% |
| CES | 4.2 | 3.0 | 🔴 Gap: +1.2 |
| Retention | 85% | 90% | 🟡 Gap: -5% |
### Priority Improvements
| Priority | Stage | Issue | Impact | Effort |
|----------|-------|-------|--------|--------|
| 1 | Purchase | Long checkout | High | Medium |
| 2 | Use | Complex onboarding | High | High |
| 3 | Consideration | Poor mobile UX | Medium | Low |
### Action Plan
**Immediate (0-30 days)**
1. [Action 1]
2. [Action 2]
**Short-term (30-90 days)**
1. [Action 1]
2. [Action 2]
Tips
- Walk through journey yourself
- Interview real customers
- Focus on emotional peaks and valleys
- Prioritize high-impact, low-effort fixes
