| 摘要 |
<p>Disclosed is a system and a method for facilitating monitoring of customer experience for a service by generating a service scenario diagram. At first, one or more touch-points may be identified corresponding to plurality of stages of a service. Corresponding to each of the touch-points, customer experience data may be captured which indicates perception of the customer towards the service provided. Further, the service scenario diagram may be generated by populating the customer experience data in a predefined format. The service scenario diagram gives a pictorial representation of flow of the services and sub-services. Also, the service scenario diagram helps in capturing analyzed perceptions from both customers's and service provider's perspective. Thus, the service scenario diagram facilitates the monitoring of the customer experience at each of the stages associated with the service.</p> |
