Case Study · Real Estate Customer Experience & Digital Transformation

تياسير. الارتقاء بتجربة العملاء عبر دمج ملاحظات العملاء الفورية

بالنسبة لـ "تيسير"، قمنا برسم خريطة لرحلة العميل مكونة من 9 مراحل تمتد من مرحلة الوعي إلى التسليم، مع دمج استبيانات NPS وCSAT وCES لجمع الآراء الفورية عبر البريد الإلكتروني والرسائل النصية والمكالمات. وضمنت المحفزات الآلية جمع التقييمات في الوقت المناسب، مما مكن من استخلاص رؤى فورية واتخاذ إجراءات مباشرة لتحسين تجربة العميل عند كل نقطة اتصال.

Customer ExperienceJourney MappingVoice of Customer

Client

Teyaseer

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

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01 —The Impact

The results, up front.

Journey Stages

Customer journey mapped across 9 stages, from awareness to handover, covering every critical touchpoint.

Feedback Surveys

Implemented NPS, CSAT, and CES surveys to capture customer feedback at each stage of the journey.

Feedback Strategy

Automated triggers ensured real-time feedback collection via email, SMS, and calls, enabling immediate insights and actions.

Priority Assignments : Outlined the prioritization of survey deployment and journey stage enhancements. Budget Proposal : Provided a detailed budget to support the execution of the feedback system and journey improvements. Execution Timeline : Delivered a step-by-step timeline, enabling Teyaseer to swiftly act on customer feedback and implement improvements.

02 — The Challenge

Where they started.

We developed a customer journey framework for Teyaseer, encompassing all key stages of customer interaction—from initial awareness through to the handover of the project. To ensure continuous improvement and a customer-centric approach, we implemented real-time feedback mechanisms using Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) surveys. The primary objective was to capture customer sentiment at every stage, identify potential pain points, and make data-driven adjustments to enhance the overall customer experience.

04 — Approach & Methodology

How we got there.

Survey Development : Customized questions were formulated for each stage to align with the specific objectives and desired outcomes of that touchpoint.

Automation of Feedback Collection : Implemented automated processes to distribute surveys seamlessly at critical points in the customer journey.

Strategic Triggers : Surveys were triggered at moments that would yield the most insightful feedback, such as following major interactions or upon completion of key stages.

05 —In Practice